AIP Publishing · 7 hours ago
Manager, User Support & Applications
New York, NY
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $145K/yr
8+ years expAIP Publishing is a leading publisher of the physical sciences, dedicated to accelerating scientific discovery while reimagining scholarly publishing. The Manager, User Support & Applications will lead a team to enhance user experience with digital tools, drive user engagement, and ensure effective platform governance.
AssociationNon ProfitPublishing
Responsibilities
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 so the team continuously surfaces 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
Partner with the team on Microsoft 365 governance, automation, and user adoption
Oversee Smartsheet, Miro, and DocuSign administration through the team, providing guidance, governance, and integration opportunities
Drive consistency in access management, template use, reporting standards, and inter-tool integrations
Translate business requests into technical configurations and vice versa — ensuring both usability and compliance
Design and lead a structured user engagement program — regular listening sessions, surveys, office hours, and department-level partnerships
Ensure a two-way information stream between IT and the business: users feel heard, and the IT team stays connected to real-world needs
Partner with department leads to identify pain points and develop solutions that improve productivity and satisfaction
Communicate tool changes, new features, and best practices through digestible, ongoing engagement (e.g., newsletters, workshops, “what’s new” sessions)
Develop and maintain a Digital Enablement Roadmap that aligns platform investments and process improvements to business priorities
Prioritize initiatives that streamline workflows, improve transparency, and reduce friction for staff
Champion and measure adoption of “ways of working” frameworks (OPOs, RACIs, retrospectives, cross-functional planning)
Identify opportunities for automation or simplification of routine tasks through M365, Jira, or other tools
Partner with the Director on evaluating and piloting AI tools that enhance productivity and user support
Lead enablement efforts to help staff leverage AI in their day-to-day work responsibly and effectively
Curate and communicate AI success stories, tips, and training
Qualification
Required
8+ years of experience in IT service delivery, digital workplace, or technology enablement roles
Strong understanding of Microsoft 365 (Teams, SharePoint, OneDrive) and related collaboration ecosystems
Proven ability to lead small teams, set direction, and build operational maturity
Excellent communication and facilitation skills — equally comfortable working with executives, end users, and technical peers
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
Preferred
Familiarity with Smartsheet, Miro, or DocuSign administration a plus
Familiarity with AI productivity tools and process automation technologies preferred
Benefits
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
Company
AIP Publishing
AIP Publishing is a nonprofit organization that provides publishing services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
M
Marc Segers
Head of Product Innovation
Penelope Lewis
Chief Publishing Officer
Recent News
2025-12-22
Company data provided by crunchbase