Program Manager, Meal Plans; Hospitality Services

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

Program Manager, Meal Plans; Hospitality Services

Job Profile Title

Coordinator B

Job Description Summary

Reporting to the Associate Director of Penn Dining Meal Plans, the Program Manager for Meal Plans serves as the primary point of contact for all service, account management, and sales-related inquiries for Penn Dining & Meal Plans. This role is responsible for delivering high-quality customer service, managing meal plan operations and account adjustments, and supporting the overall administration of the University's dining plan program.

The Program Manager provides direct support to more than 6,500 meal plan holders, while also engaging with faculty, staff, parents, and external partners. The position oversees daily meal plan administration within Transact, resolves account and billing issues, supports sales of dining vouchers and meal options, and represents Penn Dining at campus events and outreach activities.

This role requires strong attention to detail, excellent communication skills, and the ability to manage a high volume of inquiries and transactions in a fast-paced, student-centered environment.

Job Description

Job Responsibilities

Customer Service & Account Management

• Serve as the primary customer-facing contact for Penn Dining Meal Plans, supporting over 6,500 board plan holders and additional internal and external stakeholders
• Manage the Penn Dining email account and phone line, ensuring timely, accurate, and professional responses to all inquiries
• Resolve customer issues related to billing, plan changes, transaction discrepancies, and account adjustments
• Document inquiries, actions taken, and resolutions in accordance with established processes

Meal Plan Operations & Administration

• Execute daily meal plan operations, including posting transactions, processing plan changes, and adjusting accounts within Transact
• Manage early terminations and cancellations in accordance with RHS policies
• Maintain accurate records, reporting, and process documentation to support program oversight and decision-making
• Monitor dining cafe operations and gather feedback to support student satisfaction and policy implementation

Sales & Revenue Generation

• Manage the full lifecycle of dining voucher and meal option sales for internal and external clients
• Coordinate inquiries, process transactions, manage communications, and support on-site execution as needed
• Ensure accurate billing, payment processing, and delivery of services

Engagement, Marketing & Outreach

• Represent Penn Dining at University events, fairs, and outreach activities
• Support communication and marketing efforts to promote dining programs and services across campus
• Develop and maintain a strong understanding of dining operations, locations, hours, and plan structures

Seasonal & Operational Support

• Support Conference Services and summer program operations, including move-in/move-out activities and dining coordination
• Assist with operational needs during peak periods, including evenings and weekends as required

Qualifications

• Bachelor's degree and 2 to 3 years of experience, or an equivalent combination of knowledge, education and experience, is required.
• 2 to 3 years of related work experience strongly preferred, preferably in a university setting.
• Demonstrated experience in an administrative and customer service role is also strongly preferred.
• Excellent interpersonal, organizational, and customer service skills and a high level of professionalism are all required, as well as having excellent oral and written communication skills.
• Must have strong attention to detail and accuracy and be able to meet deadlines.
• Candidate must possess advanced skills utilizing computer software including web applications, online systems, data management and reporting tools, and standard office packages (Word, Excel, electronic mail), with an ability to learn new software.
• The ability to work independently and as part of a team, manage several responsibilities at the same time, and resolve problems using initiative and sound judgment are all imperative.
• Must be able to collect and synthesize data and then subsequently package it in a manner that can be presented and understood.
• Work with a student-centered focus, with a deep appreciation for diversity and enjoyment working with a culturally diverse population of college students and parents daily.
• Prior meal plan management, accounting, and billing experience are highly desirable.

About the Division of Business Services (BSD)

The Division of Business Services (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-focused campus environment through the delivery of mission-critical services and essential operations. BSD's mission is to provide high-quality service in a fiscally responsible manner.

The Division is currently focused on three major initiatives:

• Revenue growth and retention through improved marketing, expanded services, and new distribution channels
• Driving productivity for the Division and its customers through enhanced use of technology
• Enhancing service offerings through facility upgrades and expansions

Learn more: https://business-services.upenn.edu

About Residential & Hospitality Services (RHS)

Residential & Hospitality Services (RHS) is a division within Business Services that supports the University's on-campus living, dining, and hospitality programs. RHS oversees housing operations across 11 College Houses, as well as conference services, summer programs, and dining partnerships. The division is committed to creating a welcoming, inclusive, and high-quality residential and guest experience for students, faculty, staff, and visitors.

Learn more: https://residential-services.business-services.upenn.edu

About Penn Dining

Penn Dining is made up of talented chefs, managers, cashiers, dishwashers, servers, and administrators who are dedicated to delivering consistent, high-quality food to a diverse on-campus community. As the University's foodservice provider, Penn Dining oversees food operations across campus and partners on all food-related planning initiatives. The team is committed to delivering exceptional dining experiences that support student life and campus engagement.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Residential and Hospitality Services

Pay Range

$55,000.00 - $65,000.00 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.