"Student Success System Manager - Office of Academic Innovation - Penn Engineering"

Job Description Summary

The Student Success Systems Manager (SSSM) supports the effective operation, coordination, and continuous improvement of student success systems for the Office of Academic Innovation (OAI). Reporting to the Assistant Director of Slate Operations, this role serves as an operational owner for Slate student success functionality across online and support for residential master's and graduate programs.

This position focuses on day-to-day system oversight, workflow management, cycle readiness, issue triage, and cross-team coordination, ensuring that student success processes are executed consistently, efficiently, and in alignment with institutional goals. While admissions functionality may be supported when necessary, the primary emphasis of this role is student success operations, engagement, retention, and reporting.

The SSSM also maintains select reporting and analytics responsibilities, ensuring operational teams have access to accurate, timely insights that support student success outcomes. This position is hybrid, with two days per week on campus in Philadelphia.

Detailed Responsibilities

Student Success Systems Oversight

• Serve as an operational owner of Slate student success functionality across OAI-supported programs.
• Coordinate and manage student success modules, including turning features on and off by term or cycle.
• Independently maintain workflows, queries, forms, events, and communications related to student success.
• Manage system updates either live or between cycles, collaborating closely with the Assistant Director of Slate Operations as needed.
• Ensure system configurations align with student success processes, timelines, and operational requirements.
• Lead the scoping, planning, and build of new student success modules and functionality in Slate, partnering with student success stakeholders to translate operational needs into system requirements, workflows, data structures, and user experiences that support engagement, retention, and student outcomes.

Workflow, Cycle, and Operational Management

• Maintain and clear workflows in preparation for new academic terms or engagement cycles.
• Coordinate cycle preparation checklists in Asana, ensuring all system and operational tasks are completed on schedule.
• Provide recommendations to improve cycle readiness processes and documentation.
• Collaborate with office teams to ensure coordinated execution of responsibilities tied to student success milestones.

Request Intake, Triage, and Support

• Serve as the primary point of contact for student success-related Slate requests.
• Triage incoming requests via Slack and tickets; providing Tier 1 support and escalating issues as appropriate.
• Manage the Slate Helpdesk board in Asana, tracking progress, prioritization, and backlog items.
• Partner with the Assistant Director of Slate Operations on escalations, enhancements, and resolutions.

Communications, Engagement, and Events Support

• Support the development and execution of ad hoc and campaign communications in Slate, including emails and drip campaigns tied to student success initiatives.
• Build and maintain recipient queries, merge fields, and conditional logic for communications.
• Provide Slate-related support for student success events, including onboarding sessions, advising events, office hours, and engagement activities (virtual and on campus).
• Audit event templates, registration workflows, and communications for accuracy and consistency.
• Provide day-of Slate support for student success events when needed.

Data, Reporting, and Operational Insights

• Produce recurring and ad hoc reports related to student success, retention, engagement, and program outcomes.
• Maintain dashboards and reports in Slate and other reporting tools to support operational decision-making.
• Ensure data accuracy through regular auditing, deduplication, and validation of records.
• Support leadership requests for surveys, annual reports, board reporting, and regional or cohort analyses.
• Maintain organized documentation of reports, queries, and data processes to ensure continuity and scalability.

System Administration and Governance

• Maintain accurate user accounts and permissions within Slate, assigning or updating access at the direction of the Assistant Director of Slate Operations.
• Support data hygiene practices, including consistent deduplication and record maintenance.
• Ensure system usage aligns with institutional data governance, security, and privacy standards.
• Assist with testing, rollout, and adoption of new Slate features and related platforms.

Qualifications

Required

• Bachelor's degree and 2-3 years of relevant experience, or an equivalent combination of education and experience. Master's degree in Data Analytics, Data Science, Information Systems, Computer Science, or a related field strongly preferred.
• Experience in data strategy, business analytics, systems management, or data product management.
• Proven experience configuring and managing a CRM, ideally Slate, including custom fields, dashboards, reports, and validation rules.
• Ability to connect data across multiple systems and translate complex information into clear, actionable insights.
• Experience with data visualization tools (Tableau, Power BI) and working knowledge of SQL or similar query languages.
• Strong communication and collaboration skills with both technical and non-technical stakeholders.
• Experience in higher education, executive education, or professional services environments preferred.

Preferred

• Experience supporting higher education admissions, marketing, student success, or program teams.
• Familiarity with Asana or similar project management tools.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Engineering and Applied Science

Pay Range

$70,500.00 - $90,000.00 Annual Rate