Job Description
The Platform Administrator – Customer Service Technology Systems, plays a vital role in advancing Seattle Public Schools’ commitment to responsive, equitable, and high-quality two-way communication and engagement. Based in the Customer Service/Ombuds Dept, this position manages and supports customer service platforms—such as Let's Talk! , a cloud-based tool that enhances communication between families, students, staff, and the broader community—as well as other department technologies.
This role blends technology support with a strong customer service orientation. The ideal candidate brings critical thinking, analytical skills, and a collaborative mindset, along with the ability to listen deeply to staff needs and challenges related to customer service. They work closely with departments and schools to configure and maintain their platform presence, including setting up landing pages, managing user access, and providing ongoing training and technical support.
In addition to supporting individual teams, the Platform Administrator leads efforts to scale platform adoption districtwide , ensuring consistent standards and equitable access. They monitor platform usage and feedback to identify service gaps, recommend improvements, and provide quality assurance aligned with the district’s values of transparency, accessibility, and continuous improvement.
Reporting to the Customer Service Manager/Ombuds, this position collaborates across departments to ensure digital customer service tools and technologies are used effectively to support the district’s customer service goals.
Provide platform support aligned with the operational needs of the assigned functional area.
Lead the delivery of high-quality, customer-focused support for the district’s digital platforms, ensuring timely, empathetic, and effective service to staff, students, families, and/or community members.
Serve as the senior liaison between users and the district, resolving complex issues and ensuring consistent, equitable access to services and community engagement.
Oversee the implementation and optimization of cloud-based tools that enhance engagement and communication across departments and with the public.
Provide strategic guidance and oversight for platform operations, ensuring alignment with district goals and compliance with accessibility and data privacy standards.
Manage escalated technical issues related to platform integrations, and user access, coordinating with IT and vendor partners as needed.
Analyze platform usage trends and customer feedback to identify service gaps, recommend improvements, and inform strategic planning.
Supervise the collection, validation, and secure distribution of platform data to support decision-making, problem solving and performance monitoring.
Lead the development and maintenance of public-facing content and digital resources, ensuring clarity, accessibility, and alignment with district messaging.
Design and oversee the production of high-impact visual materials (e.g., infographics, presentations, guides) to support outreach, training, and engagement.
Represent the department in cross-functional initiatives and committees focused on improving digital service delivery and user experience.
Manage the department’s SharePoint environment, ensuring it supports collaboration, document management, and knowledge sharing.
Oversee vendor relationships and contracts related to platform services, ensuring service level agreements are met and issues are resolved promptly.
Provide technical leadership and mentoring to staff supporting web-based systems and digital tools within the department.
Champion digital equity by ensuring all platforms and services meet ADA compliance and are accessible to all users.
Develop and implement service standards, workflows, and escalation protocols to ensure consistent and high-quality support.
Perform other related duties as needed, in alignment with the role’s purpose and to support departmental goals.
OTHER FUNCTIONS:
May perform related duties consistent within the scope and intent of the position.
RELEVANT COMPETENCIES
Intellectual Acumen - Is warm and easy to approach; builds constructive and effective relationships; uses diplomacy and tact to diffuse tense situations; has a style and charm that immediately puts others at ease and disarms hostility. Intelligent and capable; deals with customer service concepts and complexity comfortably; is good at learning and deciphering new knowledge; able to assimilate new skills independently. Expert in customer service principles.
Relates well with others.
Builds constructive and effective relationships.
Considers and responds appropriately to the needs and feelings of different situations or customers.
Is tactful, diplomatic and demonstrates consistency and fairness while servicing customers.
Uses strong listening skills to formulate appropriate responsive answers to questions.
Demonstrates and is described as someone who is intellectually sharp, agile and capable.
Handles customer service concepts and complexity comfortably.
Organizational Agility - Knowledgeable about how organizations work; gets things done both through formal and informal channels; effectively maneuvers through complex political situations.
Understands the interests, motivations and agendas of others.
Uses the “informal” channels to get things done without creating problems with the “formal” channels.
Demonstrates an understanding and consideration of how actions may impact stakeholders.
Makes comments that move the group or situations towards a productive outcome.
Demonstrates the ability to comfortably shift thinking on a dime.
Organization - Develops cooperation and teamwork while participating in a group, working toward solutions that generally benefit all involved parties.
Is seen as a team player who encourages efficient and effective collaborations.
Works skillfully in difficult situations with both internal and external groups.
Represents his/her own interests while being open-minded to other groups.
Builds respectful and productive relationships internally and externally.
Functional/Technical Skills - Possesses required functional and technical knowledge and skills to do his or her job at a high level of accomplishment; demonstrates active interest and ability to enhance and apply new functional skills.
Understands the technical aspects of the job and keeps up-to-date on key technical or functional aspects of the job and platform.
Applies appropriate technical/ functional knowledge to address situations in a timely manner.
Thinks of ways to apply new developments to improve organizational performance.
Shares expertise and skills with others when appropriate.
Managing Through Processes & Systems - Designs practices, processes, and procedures necessary to get things done; simplifies complex processes; gets more out of fewer resources; creates systems that manage themselves.
Sets clear, well-defined outcomes for desired results and tracks progress.
Breaks down objectives into actionable steps with targeted deadlines.
Leverages and uses resources efficiently and creatively to achieve desired outcomes.
DISTRICT-WIDE CORE COMPETENCIES
Collaboration
Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties. Is seen as a team player who encourages efficient and effective collaborations.
Works skillfully in difficult situations with both internal and external groups.
Represents his/her own interests while being open-minded to other groups.
Builds respectful and productive relationships internally and externally.
Getting Results (Action Oriented)
Performs work with energy and drive; values planning, but will take quick, decisive action when an opportunity presents itself. Demonstrates a strong sense of urgency about solving problems and getting work done.
Focuses on achieving the goal even in the face of obstacles.
Assumes responsibility for starting and finishing work with minimal supervision.
Strives for new levels of performance.
Decision Quality & Problem Solving
Uses analysis, wisdom, experience and logical methods to make good decisions and solve difficult problems with effective solutions; appropriately incorporates multiple inputs to establish shared ownership and effective action. Weighs the consequences of options before making a decision.
Applies appropriate criteria to situations for the purpose of making decisions.
Displays self-confidence in own judgment.
Focuses in the facts and solutions instead of opinions and problems.
Integrity
Is widely trusted; is seen as a direct, truthful individual; presents truthful information in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain. Deals with people and situations in an honest and forthright manner.
Represents information and data accurately and completely.
Represents the confidentiality of information and concerns shared by others.
Accountability
Holds self and others accountable for measurable high-quality, timely and cost-effective results; determines objectives, sets priorities and delegates work; accepts responsibility for mistakes; complies with established control systems and rules. Takes responsibility and action as if the risks (financial or otherwise) are his or her own.
Holds individuals and team accountable for their actions and results.
Initiates action even if outcome is uncertain and is willing to accept the consequences of failure.
Aligns own activities and priorities to meet broader organizational needs.
Demonstrates courage and confidence in his or her own ability.
Takes ownership if a mistake is their own and does not blame others.
KNOWLEDGE, SKILLS AND ABILITIES:
Strong systematic problem-solving skills, a growth mindset, and a high emotional IQ.
Strong knowledge and expertise in Customer Service principles associated with system management.
Highly organized, motivated, and flexible to respond to short timelines and immediate needs as they arise.
knowledge of culturally competent practices,ability to work in diverse teams, and facilitate collaborative processes.
Comfortable with conflict resolution and problem-solving.
Self-motivated and optimistic.
Detail-oriented and the ability to think critically and analytically.
Comfortable and productive working in a team setting or independently to produce deliverables.
Confident and courageous with moving initiatives forward.
Demonstrated experience working with systems, processes, or reporting to ensure legal compliance.
Coordinate and organize multiple reports to meet deadlines.
Strong verbal and written communication skills.
Data structures, complex transactional systems structures, and reporting.
Compliance-based reporting methods.
Knows best practices in data management.
Knowledge of or ability to learn and use SPS Utilized software and platforms.
Ability to analyze and interpret complex data.
Expert knowledge and application of Microsoft Office (Word, Excel, PowerPoint, etc.).
Ability to learn Federal, State, and District policies and procedures related to the department’s function.
Knowledge of the Superintendent’s Strategic Plan and Ability and Skill to assist with furthering the efforts of the strategic plan as relevant to job functions.
Strong project management skills.
EDUCATION/EXPERIENCE:
Bachelor’s degree in business administration, educational technology or related field or completion of equivalent training; Master's degree is a plus.
Proven experience in customer service leadership and digital engagement strategy, with a minimum of 7 years supporting community-facing platforms. Demonstrated ability to lead service delivery operations that prioritize equity, responsiveness, and accessibility. Skilled in managing cross-functional collaboration, vendor relationships, and service data to drive continuous improvement and build trust with diverse student and community populations.
Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities to perform the work will be considered.
REQUIRED CERTIFICATIONS: N/A
DESIRED CERTIFICATIONS & LICENSES:
Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Information Technology Infrastructure Library (ITIL), Certified Customer Service Professional (CCSP); other department and/or platform-specific certifications may also be desired.
CLEARANCES: Criminal Justice fingerprint and background check
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Job Tags
Work at office, Immediate start, Flexible hours, Shift work,