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AIP Publishing logo
AIP Publishing

AIP Publishing helps brilliant work make an impact — empowering a vibrant global community using science for good.

Manager, User Support – Applications

ManagerManagerOtherRemoteLeadTeam 51-200Since 1940H1B No SponsorCompany SiteLinkedIn

Location

Connecticut + 9 moreAll locations: Connecticut | District of Columbia | New Jersey | New York | Maryland | Massachusetts | Pennsylvania | Rhode Island | Virginia | Washington

Posted

149 days ago

Salary

$120K - $145K / year

Seniority

Lead

8 yrs expEnglish

Job Description

Manager, User Support – Applications

AIP Publishing

• 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.

Job 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

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