Field Support Manager -- BYU-Pathway Worldwide

The Church of Jesus Christ of Latter-day Saints•Salt Lake, UT

12h•Hybrid

About The Position

BYU-Pathway Worldwide improves the lives of its students through access to spiritually based, online affordable higher education. Its mission is to develop disciples of Jesus Christ who are leaders in their homes, the Church, and in their communities. BYU-Pathway Worldwide serves more than 85,000 students annually from more than 180 countries. Certificates and degrees are offered in partnership with BYU-Idaho and Ensign College. This position is in Field Support, which is a division of the Global Engagement and Operations (GEO) Department. Field support is responsible for the onboarding, training, support, and offboarding of thousands of Service Missionaries assigned to BYU-Pathway Worldwide, the department is also tasked to represent GEO as the business owner to develop and maintain systems used by missionaries and employees in the department. The Field Support Manager is responsible for leading operational support functions that enable the effective delivery of BYU-Pathway programs worldwide. This role manages a team of contractors and volunteers and serves as the primary operational owner for selected Field Support processes. The Field Support Manager focuses on understanding the BYU-Pathway Worldwide strategy and using this understanding in the creation, implementation, maintenance and stability of products, processes, policies, and procedures that enable the delivery of the BYU-Pathway Worldwide portfolio through the Field Operations Teams wherever the Church is organized with consistency and reliability. This full-time position typically works Monday – Friday between the hours of 8 am - 5 pm (MOUNTAIN). However, you may be required to adjust your work schedule to accommodate international working relationships. This position is a hybrid position. By applying for this position you are indicating that you are currently authorized to work in the United States without sponsorship, are willing to physically reside and perform the work within the State of Utah, and are you willing to come into the BYU-Pathway Worldwide headquarters in Salt Lake City 1-3 days per week. If you are a BYU-Pathway student or graduate who lives anywhere other than Utah or Idaho please reach out to the CAREER SERVICES team for opportunities in your local area. You may find CAREER SERVICES assistance at https://www.byupathway.edu/career-services.

Requirements

Bachelor’s degree.
Experience managing operational processes in a complex, cross-functional environment.
Experience leading contractors, volunteers, or indirect-report teams.
Strong written and verbal communication skills.
Operational judgment: Ability to balance consistency with flexibility.
Coordination & influence: Comfortable leading work without direct authority.
Systems fluency: Comfortable working with enterprise systems (SIS, LMS, CRM) without need of being a technical developer.
Problem-solving: Calm, solution-oriented approach to ambiguity and constraints.
Cultural awareness: Sensitivity to global and local contexts.

Nice To Haves

Experience in higher education, student services, or global program operations.
Familiarity with student information systems and learning management systems.
Experience supporting distributed or international programs.
Experience working with volunteer-based organizations

Responsibilities

Operational Ownership
Ensure accurate and timely configuration of operational data in institutional systems (e.g., student information systems, learning management systems, and CRM).
Deliver predictable and repeatable outcomes in the assignment and support of Service Missionaries serving student groups worldwide.
Produce reliable operational data that informs leadership regarding missionary performance, challenges, and outcomes based on established service competencies.
Expected Outcome: Operational processes function reliably with minimal escalation and reduced manual effort for Field Operations.
Team Leadership & Coordination
Lead, train, and coordinate a distributed team of contractors and volunteers.
Provide clear instructions, timelines, and quality checks for assigned work.
Establish and maintain standard operating procedures and documentation.
Expected Outcome: Contractors and volunteers operate with clarity, consistency, and accountability.
Cross-Functional Collaboration
Serve as the primary operational liaison with internal partners such as Field Operations Area Managers and their teams, and other BYU-Pathway internal teams.
Coordinate dependencies and timelines across teams.
Communicate clearly and proactively about operational status, risks, and needs.
Expected Outcome: Cross-functional partners experience smooth coordination and clear ownership.
Issue Management & Risk Mitigation
Monitor operational risks and identify issues early.
Lead resolution of operational issues, escalating when appropriate.
Implement short-term workarounds to ensure continuity of service when systems or processes are constrained.
Expected Outcome: Issues are resolved quickly with minimal impact to students, missionaries, or Field Operations.
Continuous Improvement
Identify and recommend opportunities to simplify workflows and reduce unnecessary manual effort while maintaining operational stability.
Support pilot initiatives and phased improvements as directed.
Provide operational insights and data to leadership to inform future decisions.
Expected Outcome: Operational processes improve over time without disrupting current delivery models.