Education Services Manager at ITHAKA – New York, New York

The Education Services team provides scalable product training and education that empowers our partners and users to be successful in their work. Our purpose is to support retention by providing participants with the knowledge and platform skills to gain value and achieve their goals, ultimately increasing participant satisfaction and success.

In this role you will lead the coordination of core practices, services, and analytics for the Education team, and apply evidence-based insights to improve impact. You will also create and deliver education content that leads to the successful use of ITHAKA products and services, from onboarding new participants to helping long-time participants gain increasing value. A strategic mindset and commitment to continuous improvement are key to this role.

The Education Services Manager will support the Education teams programs and ability to scale education activities, and will also be responsible for the planning and delivery of specific Education initiatives. The Education Services Manager will collaborate within and across teams to provide analytics/insights and recommend strategic improvements to team tools, processes, and content.

• Create and implement strategic plans for management and delivery of education programs, working across teams to identify priorities and align with department and organizational goals.
• Coordinate standards and best practices for product education, including content strategy, planning documents, and other guidelines for conducting daily work.
• Collaborate with Education team members and cross-team collaborators to identify and implement process improvements.
• Create and maintain core educational materials that help our partners and users develop the skills needed to derive value from JSTOR.
• Plan and deliver compelling educational webinars.
• Collaborate across teams to promote the use and adoption of education materials internally and externally.
• Assess and manage platforms for delivery of education content.
• Monitor and report on Education team metrics. Provide insights and recommend strategic improvements.
• Advocate for user needs and work across teams to share use cases and feedback that inform product improvements.
• Follow digital accessibility requirements and implement accessibility best practices into daily work.
• Act as a resource and informal mentor for teammates on education best practices.
• Occasional travel, comprising less than 10% of the time, may be necessary, with a primary focus on visits to our Michigan and New York offices.

• Demonstrated experience in customer education or training role for professional or adult learners
• Strong interpersonal and communication skills, and ability to collaborate effectively across teams
• Excellent organizational and project management skills
• Proven track record of iterating on programs based on data and feedback
• Strong analytical and strategic thinking skills
• Commitment to continuous improvement
• Able to manage multiple projects independently while keeping stakeholders informed
• Commitment to our organizational values of belonging, evidence, speed, teamwork, and trust

Preferred Experience

• Experience with instructional design models and adult learning strategies
• Prior use of Learning Management Systems (LMS) such as Workday Learning, Moodle, or similar
• Experience supporting global learners across time zones

ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) to work in the United States.

At ITHAKA we believe in openness and fair pay. Part of living those values is our commitment to clarity about salary ranges, so candidates know what to expect. The starting salary for this position ranges from $68,486 to $85,608 per year. Starting pay may vary with job-related knowledge, skills, and experience. At present, our total compensation package for benefits-eligible employees includes medical, dental, and vision plans, an employer-paid 10% retirement contribution, paid parental and caregiver leave, 22 days of paid time off, 11 paid holidays, up to 12 sick days, wellness benefits, and more. Please note that ITHAKA, at its discretion, may make changes to its benefits programs from time to time.