Education Services Manager

ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome barriers to education. In carrying out our mission, as employees we feel a deep responsibility to members of our community and to each other, and we are committed to building and sustaining a culture where everyone can thrive.

The Role

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.

Key Responsibilities

The Education Services Manager will support the Education team’s 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.

Experience and Skills

• 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

Work Authorization and Sponsorship

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.

Compensation and Benefits

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.

Work for ITHAKA

We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take seriously the need for everyone to feel welcome. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.

We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA’s mission. We enthusiastically welcome applications from people of all backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.

Learn more about Working at ITHAKA.

Apply Now

Although ITHAKA has physical offices in New York and Ann Arbor, Michigan, our employees are distributed across the continental United States. At this time, we’re not considering candidates who are unable to work and reside in the continental U.S.

Candidates may apply by submitting an application online through our career site, if you have any questions about your application, please contact us at [email protected]. ITHAKA is committed to providing reasonable accommodations, if there’s anything we can do to accommodate any portion of the application or hiring process, please contact us at [email protected].

We are proud to be an Equal Opportunity employer. All qualified applicants receive consideration for employment without regard to identity or other status protected by law. We invite you to read our Equal Employment Opportunity Statement. ITHAKA cares about your privacy, learn more about our Applicant Privacy Notice.