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University of Pennsylvania Assistant Director, Course Operations in Philadelphia, Pennsylvania

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.

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

Assistant Director, Course Operations

Job Profile Title

Manager C

Job Description Summary

Penn Engineering Online Learning is looking for an instructional technologist with leadership and management experience to serve as the Assistant Director of Course Operations.

Job Description

Penn Engineering Online Learning is looking for an instructional technologist with leadership and management experience to serve as the Assistant Director of Course Operations. Reporting to the Sr. Associate Director of Online Learning, the Assistant Director will oversee a team of four full time employees responsible for ensuring a successful learning experience for over a thousand online students in multiple online degree programs. The Assistant Director is responsible for managing day-to-day operations which include overseeing a comprehensive customer service strategy focused on outcomes and students success. As part of this role, the Assistant Director will serve as an expert in instructional technology, troubleshoot all platform or course challenges and develop workarounds as needed. Evening and weekend work may be required based on an on-call schedule.

Responsibilities:

  • 40% Team Management: As the supervisor of the Course Operations team, manage employees responsible for day-to-day operations of at-scale online, for-credit, courses. Specifically, review and refine existing processes, responsibilities and operations to ensure a smooth course experience for faculty, TAs, students and staff. Develop and manage a complex after hours and on-call support schedule ensuring the responsibilities are distributed evenly among all staff members. Oversee TA hiring and exam proctoring. Work with the Assistant Director of Course Development to refine processes related to revisions and preparations for the following semester. Ensure the staff has regular training and professional development to increase their understanding of the instructional technology and team operations.

  • 30% Instructional Technology: Serve as an expert in instructional technology, troubleshoot all platform or course challenges and develop workarounds as needed. Perform quality assurance checks on a number of systems and platforms to ensure bugs are caught early and remedied quickly. Create and maintain a comprehensive FAQ document for various stakeholders including staff, faculty and TAs to use as a reference when they encounter challenges during the semester. When informed of a platform update, manage the education and training of the Faculty, TAs and Staff so they can easily adapt to the change. In close collaboration with the Engineering and Data team, stay abreast of all new technologies, regularly provide suggestions for platform improvements and evaluate new technologies.

  • 10% Customer Service: Develop and oversee a comprehensive customer service strategy focused on Faculty, TA and Student satisfaction. Track metrics on a daily basis to meet the customer service goals, monitor customer satisfaction and adherence of staff to customer service policies (professional and well written communication, 24 hr response time, SLAs- service-level agreements), oversee training of staff and TAs in the foundations of customer service to ensure high levels of performance.

  • 10% Student Success: Support the Student Affairs Team in helping every student in the degree programs to succeed. Specifically, track quantitative and qualitative information from multiple systems, work closely with the Faculty, TAs and Student Affairs team to monitor student progress, coordinate interventions and track accommodations.

  • 5% Course Asset Management: Develop and monitor a system to ensure assets across systems are updated including regular spot checking in multiple systems such as Airtable, Google Drive, the course management system and other third party tools.

  • 5% Evaluation: Develop surveys and other evaluation instruments to gather feedback from stakeholders. Provide weekly status updates to leadership and a full briefing at the end of each semester on the success of the team and any challenges.

Desired Qualifications:

  • Bachelor’s degree required, Master’s in a related field strongly preferred

  • Minimum of 3-5 years of experience, preferably in higher education, technology or a closely related field

  • Demonstrated experience managing online courses and/or instructional technology

  • Demonstrated experience managing teams that need to meet daily, weekly and semester goals, i.e., both strong project management skills and supervisor skills

  • Strong customer service skills, positive attitude and attention-to-detail

  • Intermediate Excel skills such as pivot tables, vlook-up and filters

  • Experience with student data systems strongly preferred

  • Proficient with GSuite and comfortable using project management tools such as Asana, Trello or AirTable

  • Excellent written and verbal communication skills

  • Experience working in a highly collaborative team environment prefered

  • Experience working with students in higher education environment

  • Note: Cover Letter strongly recommended.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Engineering and Applied Science

Pay Range

$50,684.00 - $91,232.00

Affirmative Action Statement Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

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

The University of Pennsylvania's special character is reflected in the diversity of the Penn community. We seek talented faculty and staff who will constitute a vibrant community that draws on the strength that comes with a substantive institutional commitment to diversity along dimensions of race, ethnicity, gender, sexual orientation, age, religion, disability, veteran status, interests, perspectives, and socioeconomic status. Grounded in equal opportunity, nondiscrimination, and affirmative action, Penn's robust commitment to diversity is fundamental to the University's mission of advancing knowledge, educating leaders for all sectors of society, and public service. The University of Pennsylvania prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

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