Digital Access and Subscription Platforms Manager

Department:                Fulfillment and Customer Support

SUMMARY

We are seeking a Digital Access and Subscription Platforms Manager to manage the end-to-end delivery of features based on business requirements that optimize customer access, account management, and the subscription experience for digital (4) and print (18) products.

This high-impact role sits within the Fulfillment and Customer Support department, a critical operation for The First Church of Christ, Scientist in Boston, Massachusetts, and its global customer base. In support of the product vision and strategies set by the Christian Science Publishing Society (CSPS) and the Office of the Publisher’s Agent (OPA), the department delivers seamless customer experiences through fulfillment systems that enable readers and subscribers to discover, purchase, and access healing content — whether digitally or through traditional print channels. Beyond managing the Order Management System (OMS) and subscription platforms, the department oversees end-to-end fulfillment, including manufacturing, warehousing, distribution, customer care, and eCommerce operations.

As a strategic partner to CSPS and OPA managers, you will serve as the subject matter expert on the fulfillment platforms (including Engage, Core, and Global Care) and ensure they are configured and optimized to align with broader product strategies, publishing industry best practices, business goals, and enterprise needs.

Key Responsibilities:

• Act as the primary point of contact with external fulfillment vendors (e.g., CDS Global) to configure products, offers, bundles, trials, pricing, and entitlements in the OMS.
• Partner closely with Product Managers, OCIO, Promotion & Design Services Group (PDSG), and other stakeholders to define requirements, document user stories, optimize order flows, account management experiences, cross-product entitlements, and SSO integrations.
• Develop and maintain the platform roadmap, balancing business priorities, customer value, systems feasibility, and vendor capabilities.
• Drive continuous improvement through user research, A/B testing, performance analytics, and KPI tracking (SSO adoption, login success, conversion, retention, churn, and customer satisfaction).
• Ensure consistent, high-quality customer experiences across all channels, account types, and product lines while resolving integration issues and prioritizing bugs.

This role focuses on enabling customers to access healing content through effective cross-functional collaboration, roadmap execution, vendor partnership, and operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Strategic Roadmap, Requirements, and Platform Planning (25%)

This area covers high-level planning, prioritization, and alignment with business goals.

• Partner with key stakeholders (Directors, Trustees, Product Managers, PDSG, OCIO) to develop and maintain a roadmap for order pages, account management, subscription systems, OMS configurations, enhancements, and SSO optimization.
• Document requirements and user stories for order flows, cross-product entitlement models, account management experiences, bundles, trials, and access rights.
• Distill customer needs (via User Research, Analytics, and stakeholders) into clear requirements, acceptance criteria, and Minimum Viable Products (MVPs).
• Balance priorities across OPA and CSPS product plans, customer value, business impact, systems feasibility, vendor capabilities, and resource capacity.
• Leverage publishing industry expertise to advise on best practices for account management, entitlements, digital access, and product offerings.

2. Cross-Functional Collaboration and Stakeholder Alignment (25%)

This area focuses on coordination across teams to ensure seamless experiences.

• Drive cross-functional collaboration with Product Managers, OCIO, customer service, Promotion & Design Services (PDSG), Fulfillment operations, and other stakeholders to align customer access, subscription features, and platform capabilities with individual product strategies and cross-product experiences.
• Partner with Product Managers, external Fulfillment vendors, and OCIO to set up products, offers, bundles, trials, pricing, and entitlements in the OMS.
• Ensure consistency and seamless experiences across all product lines, account types, channels (desktop/mobile), and user types (individual vs. institutional).
• Work with stakeholders to optimize user flows and overall customer experience.

3. Vendor Management and Platform Configuration (25%)

This area centers on the relationship with the external fulfillment vendor and day-to-day platform setup/maintenance.

• Serve as the primary point of contact with the external fulfillment vendor (e.g., CDS Global).
• Develop deep subject matter expertise on platform capabilities/limitations; maintain accurate documentation.
• Document decisions and direct configurations/setup of platforms, including the OMS, order pages, account management portal, and SSO (as it relates to integrations with Fulfillment platforms and talking points for the customer service team).

4. Performance Monitoring, Optimization, and Feature Delivery (25%)

This area emphasizes data-driven iteration, technical optimization, and issue resolution.

• Track and report on key KPIs (SSO adoption rates, login error rates, subscription conversion, retention/churn, account feature engagement, customer satisfaction/feedback).
• Conduct user research, run experiments, A/B tests, and analyses to continuously improve the customer experience.
• Partner with OCIO and UX designers to implement SSO optimizations, resolve integration issues between SSO and the vendor OMS, monitor/prioritize bugs and edge cases, and ensure high-quality delivery.
• Manage support escalations and maintain strong alignment between SSO, CDS Global OMS, account management, and downstream digital products.
• Drive iteration on fulfillment platforms based on performance data.

What Success Looks Like

•  Internal Product Managers actively seek your publishing expertise and guidance on access, entitlement, and subscription strategy.
•  Strong, collaborative, productive relationships with fulfillment vendors, OCIO, and P&DSG delivering measurable improvements in platform performance and customer experience.
•  Successful implementation of business requirements through utilization of leading practices in fulfillment.
•  Efficient and accurate configuration of products, offers, and entitlements in the OMS, resulting in faster time-to-market for and easier ordering of new subscriptions and bundles.
•  Fewer customer support inquiries and requests.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor: Fulfillment and Customer Support Manager

Supervises: None

Regular Contacts

This position will have regular contact with Fulfillment vendors, fulfillment and customer support staff within the Fulfillment department, Product Managers, OCIO staff, including tech business analysts, software engineers, data engineers, and P&DSG staff, including UX designers, UX researchers, copy writers, promotions staff, and analytics staff.

JOB REQUIREMENTS

Education/Experience

• Bachelor’s degree or equivalent experience; Product and Systems Operations or Customer Experience a plus.
• 5-8 years of experience in product operations, product management, or platform operations, ideally in digital and print publishing, media, subscription services, or digital content platforms.

Knowledge/Skills

•  Excels at partnering with teams across the organization and adapting their style as needed, while consistently staying focused on product needs and clear communication across stakeholders.
•  Proven experience managing vendor relationships, particularly with fulfillment, order management, or commerce platforms.
•  Proven experience collaborating with development teams on implementation and optimization.
•  Publishing industry expertise is strongly preferred.
•  Strong ability to align cross-functional stakeholders without direct authority.
•  Data-driven mindset with solid analytical skills and familiarity with quantitative and qualitative user research methods.
•  Excellent communication, stakeholder support, and advisory skills — able to translate between technical, operational, and publishing domain needs.
•  Experience owning vendor contracts and driving operational outcomes through external partners.

Technology Skills

The incumbent will require knowledge of multiple systems, including: Jira, SalesForce Service Cloud, Salesforce Marketing Cloud, CDS Fulfillment systems and other SaaS systems. Learning other new systems is required.  Strong Google Documents skills required.

Work Environment

This position regularly works in an office environment. This is a Boston-based position that will be required to be in the Boston office for the regular onsite work schedule.

Engagement with Christian Science

Mother Church membership and primary class instruction required.

Pay range:  $100,541 - $130,702.40 annually 

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.