Platform Operations & Support Manager

POSITION SUMMARY: As a Platform Operations & Support Manager at BJU Press, the ideal candidate will play a supporting role on the Educational Technology Operations team by managing the administration, support, and ongoing maintenance of educational technology platforms, digital resources, and related services. This role supervises staff, coordinates daily activities, and ensures customer support requests, content updates, and operational tasks are completed accurately and efficiently.

About Bju Press & The Role

Vision: We want Christian education to be transformational in the lives of students as they grow in their faith and knowledge of our Savior, Jesus Christ.

Mission: We produce transformational products and services for Christian educators.

Brand Promise: We empower educators to prepare students to live in light of eternity.

About the Team: The Educational Technology Development team seeks to support the mission of BJU Press by enabling educators and students through innovative technology solutions that enhance learning experiences, foster digital literacy, and prepare students for future success in an increasingly digital world. The Educational Technology Development team seeks to support the mission of BJU Press by infusing technology solutions into the BJU Press content that is developed and by providing digital content through user-friendly platforms.

KEY RESPONSIBILITIES: The Platform Operations & Support Manager will…

• Oversee the day-to-day operations of digital learning platforms, resource repositories, and support systems to ensure reliable access to educational content and services.
• Lead Tier 2 customer support efforts across email, phone, and video channels, ensuring timely resolution of customer inquiries, platform issues, and escalated support cases.
• Manage the maintenance, organization, and availability of resources hosted on platforms such as video content delivery platforms, SharePoint, Teams, and other supporting systems
• Plan workloads, allocate resources, balance support demands, and ensure projects and operational tasks are completed efficiently and on schedule
• Oversee customer-facing help centers, FAQs, support documentation, and knowledge resources to improve self-service capabilities and enhance the customer experience
• Identify operational inefficiencies, implement process improvements, establish best practices, and monitor service quality to improve team performance and customer satisfaction
• Ensure the team has the necessary resources and tools to complete their tasks effectively
• Provide guidance and support to team members when they encounter challenges
• Train team members in order that they can complete assigned tasks
• Review work produced by team members to ensure it meets the required standards
• Evaluate and make corrections to published content
• Maintain up-to-date knowledge of educational technologies and apply that knowledge to team’s goals and initiatives
  
  

Skills And Attributes Needed To Succeed In This Role

• Ability to collaborate with other BJU Press leadership and Educational Technology Operations team members
• Working knowledge of business and management best practices
• Working knowledge of educational technology platforms
• Understanding of BJU Press educational philosophy
• Excellent communication skills, written and verbal
• Ability to analyze and troubleshoot technology
• Self-motivated in developing efficient process for continued improvement
• Excellent time management and organizational skills
  
  

Required Qualifications

• Bachelor’s degree in a related field or 5 YOE in an educational technology or technical support field
  
  

An applicant for a position in the Bob Jones University group — Bob Jones University, Bob Jones Academy or BJU Press — must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc. Employees are expected to maintain a conservative lifestyle and support the group’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible-believing church which holds orthodox theology. Whether in the classroom, online, through student activities, or through the preparation of educational materials for Christian schools and homeschool families, applicants must be committed to providing students an excellent, world-class education from a biblical worldview that prepares them for a lifetime of service for Jesus Christ.

Required Education: Bachelors

Required Experience: 5 Years of Experience in Educational Technology