Platform Experience Manager

HUMAN SERVICE CHAMBER OF FRANKLIN COUNTY; Columbus (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid work environment

PTO and holidays

Healthcare plan

SIMPLE IRA matches

Training & development

Job summary

Besa is seeking a Platform Manager in Columbus, OH with hybrid flexibility to guide the evolution of our volunteer platform. You will coordinate with technology vendors, maintain the roadmap, and drive feature delivery to improve usability and impact for staff, volunteers, nonprofits, and partners.

The role blends project management, relationship-building, and continuous improvement, requiring a customer-focused mindset and the ability to translate technical concepts for non-technical audiences.

Qualifications

• 3+ years of experience managing technology platforms, SaaS products, digital operations, project management, customer success, implementation, or a related field.
• Proven success managing complex projects involving multiple stakeholders and external vendors.
• Strong familiarity with emerging AI tools and technologies and translating insights into practical improvements.

Responsibilities

• Oversee platform roadmap execution and ensure alignment with organizational priorities.
• Lead implementation of new platform features from planning through launch; manage vendor relationships.
• Monitor user adoption and feedback; communicate updates, risks, and opportunities to stakeholders.
• Collaborate across departments and with partners to ensure platform reliability and continuous improvement.

Skills

Platform management

SaaS product

Project management

Vendor management

AI tools awareness

User feedback analysis

Communication

Relationship building

Customer service

Team collaboration

Tools

Monday.com

Google Workspace

Microsoft Office

Canva

Airtable

Adobe Cloud

Job description

Position Title

Platform Manager

Work Location

Columbus, OH; Hybrid Flexibility

Employment/FLSA Status

Full-Time/Exempt

Reports To

CEO

Salary Range

$55,000 - $65,000/yr. + bonus opportunity

About Besa

Besa is on a mission to transform the volunteer experience by bringing the community together in meaningful, impactful ways. Besa is an Albanian term that means “to keep the promise,” and more than a decade into its work, Besa is keeping its promise to Central Ohio. Since launching in 2012, our agency has rallied 98,000 volunteers, giving 235,000 hours through 15,000 service projects, and it has facilitated $110M in community impact. This mission extends beyond numbers; it’s about strengthening the very fabric of our community. By connecting individuals with opportunities to give back, Besa fosters a sense of unity, compassion, and shared responsibility. Through these collective efforts, we address immediate needs, build lasting relationships, and contribute to the overall well‑being and resilience of our community.

About the Role

Every day, people rely on Besa’s technology to discover volunteer opportunities, recruit volunteers, and measure community impact. Behind that experience is a platform that must evolve alongside the needs of the community it serves.

The Besa Platform powers every connection we make. It’s where we post volunteer opportunities, volunteers discover ways to serve, and our team manages thousands of volunteer experiences each year. As Besa continues to grow, so does the importance of ensuring the platform is reliable, intuitive, and continuously improving.

As Besa’s Platform Manager, you’ll oversee the day‑to‑day management of the platform—keeping the roadmap up‑to‑date, coordinating with our technology vendors, leading the implementation of new features, and ensuring enhancements are delivered successfully. You’ll spend time understanding the needs of the people who rely on the platform every day, from staff and volunteers to nonprofits and business partners, using those insights to help inform future improvements.

This role is equal parts project management, relationship management, and continuous improvement. You’ll work across internal departments and alongside external partners to ensure the platform supports Besa’s mission today while helping prepare it for tomorrow.

Primary Responsibilities

Platform Management

• Manage execution of the current platform roadmap, ensuring initiatives stay on track and aligned with organizational priorities.
• Maintain visibility into roadmap priorities, timelines, risks, and implementation progress.
• Gather insights from platform users, partners, staff, and industry trends to help inform future platform enhancements.
• Collaborate with leadership to prioritize and sequence upcoming platform enhancements.

Project & Vendor Management

• Lead implementation of new platform features and enhancements from planning through launch.
• Manage project plans, timelines, vendor relationships, and cross‑functional communication to ensure successful delivery.
• Coordinate testing, training, adoption, and rollout of new functionality.
• Troubleshoot platform issues and work with vendors to resolve challenges quickly and effectively.

User Experience & Partnership Success

• Build and strengthen relationships with platform users including volunteers, nonprofit partners, business clients, and internal stakeholders.
• Monitor platform health, user adoption, and feedback to recommend improvements that enhance usability and engagement.
• Communicate platform updates, milestones, risks, and opportunities with internal stakeholders.
• Undertake additional duties as assigned, contributing flexibly to the dynamic needs of the organization and furthering Besa’s mission.

Our Ideal Candidate

• 3+ years of experience managing technology platforms, SaaS products, digital operations, project management, customer success, implementation, or a related field.
• Proven success managing complex projects involving multiple stakeholders, competing priorities, and external vendors while consistently delivering high-quality results.
• Strong familiarity with emerging AI tools and technologies, with the ability to identify practical opportunities to enhance the user experience, streamline workflows, and improve platform performance.
• Skilled at gathering user feedback, analyzing trends, and translating insights into practical platform improvements that align with organizational priorities.
• Highly organized and execution-oriented, with the ability to manage multiple priorities, maintain momentum, and deliver results in a fast-paced, entrepreneurial environment.
• Strong communicator and relationship builder who can work effectively with nonprofit partners, business clients, vendors, and cross‑functional teams while translating technical concepts for non-technical audiences.
• Committed to delivering an exceptional user experience through responsive customer service, continuous improvement, and authentic relationship building.
• Passionate about the intersection of technology and social impact, and energized by using digital tools to make volunteering easier, more engaging, and more accessible.
• Proficient with technology platforms including Monday.com, Google Workspace, Microsoft Office, Canva, Airtable, and Adobe Cloud.
• Exhibits professionalism, optimism, and enthusiasm—you bring positive energy and a solutions-focused mindset to every challenge.

Position Details

To succeed in this role, the individual must effectively perform each essential duty. The physical demands and work environment outlined below are representative of those encountered while fulfilling the essential functions of this position. Reasonable accommodations can be arranged for individuals with disabilities.

• Regularly use a computer and engage with co‑workers in both office and virtual environments.
• Frequently stand or sit to complete work, with occasional lifting and movement of up to 40 pounds.
• Reliable transportation is required due to occasional local travel, including a valid Ohio Driver’s license.
• Responsible for providing a phone and ensuring an adequate workspace for completing all work.

Why Besa

At Besa, our unwavering commitment to our mission is the heartbeat of our organization. We hold these core values close to our hearts, and we seek team members who share in this ethos:

Lead with Heart

We approach every situation with empathy, open hearts and open minds. We support our teammates internally as passionately as we support others externally. We empower each other to do good work and enthusiastically roll up our sleeves to dive in at any level needed.

Be Fearless

We think forward, welcome ideas, and remain solutions-focused. Driven by curiosity and independent thinking, we take risks and stay agile. Accountability is key in our pursuit to innovate without fear of failure, as every setback teaches us something valuable, prompting necessary changes and growth.

Bring People Together

We value human connection and strive to strengthen and inspire it through people and technology. Our collaborative culture is driven by a strong sense of community, fostering open communication with love and respect. We believe in the power of working together to achieve the greater good.

Serve with Kindness

We are present, actively listening, and genuinely caring in every interaction. By embracing our best, most authentic selves and providing a sense of purpose, we foster a positive environment. We do this with joy, striving daily to be the good—together, and inspiring others to join us in our mission.

Joining Besa means embracing these core values, contributing to a mission-driven environment, and being part of a team that seeks to make a positive impact on the world, one connection at a time.

What We Offer

Joining Besa comes with a range of benefits aimed at supporting your well‑being, professional growth, and alignment with our mission:

• Energetic and collaborative team environment passionately dedicated to our mission of doing good
• Headquarters located in Columbus, Ohio’s Brewery District, within a collaborative and inspiring workspace
• Flexible Hybrid Work Environment that values work‑life balance
• PTO policy, Summer Fridays, and Paid Holidays
• Health Care Plan (Medical, Dental & Vision) – a generous portion is paid by Besa
• Company Paid Life Insurance and Short- and Long-Term Disability
• SIMPLE IRA Retirement Plan: 100% employer match up to 3% of salary
• Training & Development Programs

Besa is an Equal Opportunity Employer, committed to providing equal opportunities to all candidates regardless of race, color, religion, sex, national origin, age, disability, or genetics. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, ensuring a fair and inclusive workplace. While this job description is designed to represent the job requirements, additional duties, responsibilities, and activities may be assigned or changed at any time with or without notice. Candidates must be eligible to work in the United States without sponsorship and will undergo a criminal background check prior to hire.