Manager of Business Systems and IT Operations

PDK International•Arlington, VA

1d•Remote

About The Position

The Manager of Business Systems and IT Operations owns Educators Rising’s technology ecosystem, balancing strategic process engineering, efficiency optimization, and hands-on infrastructure management. The role focuses on increasing efficiency, compatibility, and fluency across platforms and improving experiences for both internal staff and external members. It audits, redesigns, and streamlines core systems—including association management, customer relationship management, content management, and learning management platforms, workflow tools, and project management applications. A key near-term priority is reducing inbound support volume through modernized phone and Interactive Voice Response routing and AI-driven email and call response solutions. The role also applies automation and emerging AI technologies to improve internal productivity and workflows. The position combines financial analysis, vendor management, and platform strategy with daily IT administration. It leads systems architecture, integrations and data strategy; process engineering, automation and change management; support deflection; technology procurement and governance; and internal IT and infrastructure operations. The position is 100% remote, with a laptop provided during onboarding. The employee is expected to be online during business hours aligned with the Eastern Time Zone and reports to the Chief Business and Operations Officer. The successful candidate brings a systematic perspective to connecting enterprise architecture with hands-on technical execution. They evaluate data migrations and financial models, troubleshoot infrastructure, configure workflow automations, and connect technical solutions with human workflows. They empower staff through training and champion practical AI use and process engineering to advance operational excellence at a mission-driven organization.

Requirements

4–6 years of progressive experience managing nonprofit, membership, or school district/educational IT stacks, combining systems administration, data architecture, software implementation, process engineering, and operational efficiency improvement.
Hands-on administrator experience managing major office productivity and collaboration suites, specifically Microsoft 365 administration (including SharePoint and Power Platform automation) or Google Workspace.
Experience with endpoint management and MDM for PC and Mac platforms, system backups, disaster recovery, and cloud/local IT infrastructure.
Experience configuring and managing Association Management Systems, Customer Relationship Management platforms, and Learning Management Systems.
Strong familiarity with data mapping, database migrations, helpdesk ticketing automation, and practical AI-driven support-deflection tools.
Ability to build financial models, evaluate software Total Cost of Ownership, manage vendor contracts, and translate technical options into executive-level decisions.
Exceptional cross-functional collaboration and training skills, including explaining technical concepts to nontechnical audiences.
Ability to report directly to executive leadership and provide empathetic, hands-on IT support to internal staff.
Associate or bachelor’s degree in information systems, information technology, business systems, or a related field, or equivalent professional experience.

Nice To Haves

Prior experience with enterprise platforms such as Impexium for AMS, HubSpot for CRM, and Slayte for workflow management is highly preferable.

Responsibilities

Audit, restructure, and maintain core enterprise databases and productivity infrastructure, including AMS, CRM, and LMS platforms.
Evaluate whether to re-implement the current AMS with certified partners or migrate to an alternative cloud AMS platform.
Coordinate platform transitions, including requirements gathering, data mapping, migration planning, testing, validation, and implementation.
Audit and optimize data flows among CRM, CMS, LMS, workflow tools, project management software, and financial or membership databases; ensure data integrity and bi-directional API synchronization.
Administer Microsoft 365, including SharePoint and Power Platform automation workflows, or Google Workspace; ensure Outlook compatibility and optimize collaboration tools such as Teams or Slack.
Review business processes to identify bottlenecks, inefficiencies, duplicated efforts, manual tasks, and opportunities for measurable efficiency gains.
Partner with departments to understand and redesign workflows before automating them.
Explore, test, and integrate AI applications, agents, and low-code/no-code tools to streamline processes, reduce manual work, and increase productivity.
Translate staff needs into effective systems; develop user guides and Standard Operating Procedures; and deliver training to support software and AI adoption.
Analyze support-ticket, email, and phone-call trends to identify repetitive, high-volume member issues.
Modernize phone trees and IVR routing to improve self-service and caller triage.
Research, pilot, and deploy AI-driven customer-service tools and workflow automations to reduce staff-handled support while maintaining member satisfaction.
Conduct cost-benefit analyses and estimate maintenance, upgrade, and support costs for technology updates and migrations.
Coordinate with vendors, consultants, and technical partners on RFPs, project plans, timelines, deliverables, and implementation priorities.
Serve as the primary escalation point for internal IT operations and manage endpoint administration and MDM for PC and Mac environments.
Oversee backup systems, disaster recovery, cloud server environments, website hosting uptime, domain security, and user access and identity management.