University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Director of Operations - Office of Academic Services - Penn Engineering

Job Profile Title

Director A, Student Services

Job Description Summary

Penn Engineering’s world-acclaimed faculty, state-of-the-art research laboratories and highly interdisciplinary curricula offer an experience that is unparalleled. Innovation and technology drive every program and transform the fundamentals of what future engineers are learning. http://www.engineering.upenn.edu/

We are seeking a forward-thinking, adaptable higher education professional to join a dynamic leadership team overseeing Penn Engineering’s central hub for academic services.

Reporting to the Managing Director of the Office of Academic Services (OAS), the Director of Operations is an agile, outcomes-driven leader who advances operational excellence and service innovation in support of Penn Engineering’s undergraduate and graduate student communities. The Director plays a pivotal role as a project manager, team developer, and technology strategist, ensuring that academic operations align with institutional goals and deliver a world-class student experience.

In this systems-oriented leadership role, the Director partners with key stakeholders across Penn Engineering and the University to lead cross-functional initiatives, optimize service delivery, and implement best practices in data governance, knowledge management, and student success infrastructure. The Director will manage and develop a high-performing Operations team, guiding them — and the broader OAS staff — to leverage technologies that streamline academic processes, support data-informed decision-making, and advance operational excellence and a strong student-centered culture. The Director will also provide high-level oversight of signature OAS-led events, including commencement, family weekend, and award ceremonies, bringing strategic planning and execution to high-impact institutional experiences.

In addition, the Director will support selected school-level academic partnerships by coordinating operational aspects of partnership development and management, overseeing agreement workflows, and helping ensure smooth execution of related visits, communications, and cross-functional processes.

Job Description

Job Responsibilities

Project Management

• Lead strategic, cross-functional initiatives that enhance academic services, improve student engagement, and increase operational efficiency.

• Partner with internal Engineering stakeholders — including Academic Innovation, Financial Services, Computing and Educational Technology Services, Operations Services, Marketing and Communications, and Planning & Design — to refine workflows, metrics, and systems aligned with OAS objectives.

• Collaborate with the Managing Director and other OAS leaders to continuously evaluate and improve service delivery across all functional teams.

• Oversee the planning and execution of major academic events, including commencement, family weekend, and award ceremonies. Implement consistent mechanisms for event evaluation and improvement.

• Provide leadership and support for strategic partnership development across OAS functions.

Academic Systems and Infrastructure

• Champion data privacy, digital security, and knowledge management best practices across OAS.

• In collaboration with the Director of Student Success & Advising, lead the development and implementation of a technology roadmap to streamline academic operations. Evaluate and recommend platforms, including CRMs, ticketing systems, and project management tools.

• Foster a culture of continuous learning and innovation in the adoption of new systems and tools across OAS and its partners.

• Collaborate with the Student Success and Engagement teams to embed regular data reporting and analysis into decision-making processes.

• Own and continuously improve end-to-end degree program and initiative management, ensuring timely coordination, stakeholder accountability, adherence to Registrar and school requirements, and oversight of approval workflows.

• Monitor accreditation timelines and manage cyclical tasks, including alumni surveys and website/catalog language updates for compliance.

Team Leadership and Development 

• Manage and coach a strong Operations team, including staff responsible for student records and administrative coordination.

• Support the professional growth and performance development of Operations staff, and collaborate with OAS leadership to ensure equitable access to advancement opportunities for all OAS team members.

• Coordinate the cadence of staff meetings and lead the planning of team retreats.

• Provide oversight of OAS hiring, onboarding, and offboarding logistics.

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Partnership Development and Management

• Support the development, coordination, and ongoing management of selected academic partnerships that advance Penn Engineering’s strategic priorities.

• Manage operational workflows related to domestic and international partnership agreements, including memoranda of agreement, in close coordination with Penn Global and other school and University partners.

• Oversee the tracking, maintenance, and execution support for partnership documentation, using established University templates and processes.

• Coordinate logistics and school-level planning for visits from international guests, delegations, and external academic partners, with support from administrative staff as appropriate.

• Partner with the Managing Director, Senior Associate Dean, and relevant OAS leaders to connect Penn Engineering programs with partnership opportunities when operational coordination or follow-through is needed.

• Represent OAS in relevant University groups or cross-functional discussions related to partnership operations, student mobility, or global engagement, as appropriate.

Office and Financial Oversight

• Provide thoughtful oversight of office infrastructure, including space use and technology adoption.

• Provide careful oversight of microteam budget planning, procurement, and financial compliance in coordination with the OAS leadership team and Penn Engineering Financial Services.

• Ensure accurate and timely reporting, approval tracking, and alignment with vendor contracts in support of OAS operations.

Strategic Initiatives and Special Projects

• As a senior member of the OAS leadership team, collaborate with the Managing Director and other leaders on strategic planning, program development, and institutional effectiveness.

• Represent OAS Operations in high-level School and University committees and meetings, contributing insight and leadership to operations and student success strategies.

• Perform other duties aligned with the mission and strategic goals of the Office of Academic Services and Penn Engineering.

Qualifications

Required

• Bachelor’s degree and 3-5 years of progressively responsible experience, with demonstrated success in academic operations, student services, or organizational leadership.

• Track record of leading cross-functional projects and initiatives that result in measurable improvements to service, efficiency, or outcomes.

• Significant expertise in data analysis, reporting, and data-informed decision-making, with experience working across multiple information systems and platforms such as CRMs, ERPs, and/or LMSs.

• Proven ability to build and lead high-performing teams, including mentoring, performance management, and supporting an effective team culture.

• Significant project management experience, with the ability to prioritize complex initiatives and drive them through completion.

• Strong interpersonal and stakeholder engagement skills, with the ability to collaborate across administrative and academic units to align efforts and deliver results.

• Experience managing complex workflows involving multiple stakeholders, competing priorities, and detailed process coordination.

• Highly proficient with digital collaboration tools (e.g., Google Workspace, Microsoft 365, Slack, Teams) and adaptable to emerging technologies.

• Excellent written, organizational, and analytical communication skills.

• Ability to work independently while contributing to a team-oriented leadership culture.

Preferred

• Master’s degree in higher education, organizational development, project management, business, data analytics, or a related field.

• Experience designing and implementing student success systems or technologies (e.g., CRMs, ticketing platforms, workflow management tools).

• Familiarity with decentralized university structures and cross-school collaboration.

• Demonstrated ability to use assessment data and analytics to inform and lead strategic change.

• Experience coordinating academic partnerships, inter-institutional agreements, or cross-functional initiatives involving multiple academic and administrative stakeholders.

• Demonstrated ability to design and implement academic support strategies that address a wide range of student experiences, backgrounds, and learning needs within STEM disciplines.

• Agile, Six Sigma, PMP, or comparable project management certification or training.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Engineering and Applied Science

Pay Range

$67,155.00 - $105,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement 

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements 
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay