Director of Operations - Office of Academic Services - Penn Engineering

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.seas.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 will play 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 will partner 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. Manage and develop a high-performing Operations team, guiding them-and the broader OAS staff-in leveraging technologies that streamline academic processes, support data-informed decision making, and advance inclusive excellence. Provide high-level oversight of signature OAS-led events such as commencement and family weekend, bringing strategic planning and execution to high-impact institutional experiences.

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.

Academic Systems and Infrastructure

• Champion data privacy, digital security, and knowledge management best practices across the 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 such as 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 the end-to-end degree program/initiative management, ensuring timely coordination, stakeholder accountability, adherence to Registrar/school requirements, and approval workflow oversight (Curriculum Manager).
• Monitor accreditation timelines and manage cyclical tasks such as alumni surveys and website/catalog language updates for compliance.

Team Leadership and Development

• Manage and coach a robust 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 onboarding and offboarding logistics.

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

• Bachelor's degree and 3 to 5 years of progressively responsible experience in higher education, with demonstrated success in academic operations, student services, or organizational leadership, or an equivalent combination of education and experience.
• 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 student 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 inclusive 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.
• Highly proficient with digital collaboration tools (e.g., Google Workspace, Microsoft 365, Slack, Teams) and adaptable to emerging technologies.
• Excellent written 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 (e.g., experience working with central offices like Public Safety, Operations Services).
• Demonstrated ability to use assessment data and analytics to inform and lead strategic change.
• 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

$66,000.00 - $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.