Manager, User Support – Applications
AIP Publishing
full-time
Posted on:
Location Type: Remote
Location: Connecticut • District of Columbia • United States
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Salary
💰 $120,000 - $145,000 per year
About the role
- Lead, coach, and develop the Support Solutions Specialist and User Engagement Specialist, creating clarity of roles, goals, and growth pathways.
- Build a culture of proactive service, empathy, and accountability within the team.
- Establish and monitor clear objectives and key results (OKRs) for the team — focused on adoption, user satisfaction, and service quality.
- Design repeatable feedback loops to continuously surface user insights, pain points, and opportunities to improve AIP’s digital ecosystem.
- Serve as Jira Product Owner and Administrator ensuring structure, workflows, automation, and governance reflect business needs and stay clean, scalable, and well-documented.
- Oversee Smartsheet, Miro, and DocuSign administration through the team, providing guidance, governance, and integration opportunities.
- Design and lead a structured user engagement program — regular listening sessions, surveys, office hours, and department-level partnerships.
- Develop and maintain a Digital Enablement Roadmap that aligns platform investments and process improvements to business priorities.
Requirements
- 8+ years of experience in IT service delivery, digital workplace, or technology enablement roles.
- Deep hands-on Jira expertise — able to design, configure, and govern at scale, including automation, workflow management, and reporting.
- Experience designing feedback programs, conducting stakeholder interviews, and managing change.
Benefits
- A remote workforce with staff based in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC, who meet in person for collaboration, training, strategic planning — and fun!
- Generous paid time off and paid sick and safe leave
- Flexible Work Schedule
- Competitive medical, dental and vision benefits
- Exceptional retirement benefits
- Monthly remote stipend
- Training and Tuition assistance
- Employee Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Jiraautomationworkflow managementreportingfeedback program designstakeholder interviewschange managementdigital workplacetechnology enablementservice quality
Soft skills
leadershipcoachingempathyaccountabilitycommunicationuser engagementproactive servicegoal settingteam developmentuser insights