Assistant Director, Course Operations
- Employer
- University of Pennsylvania
- Location
- Philadelphia
View more
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Assistant Director, Course Operations
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.
To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Levine-Hall/Assistant-Director--Course-Operations_JR00026671
Copyright ©2017 Jobelephant.com Inc. All rights reserved.
Posted by the FREE value-added recruitment advertising agency
jeid-fe123337939a5d4b9354ec1b9d577ec2
Organization
Welcome to the University of Pennsylvania! Penn is the largest private employer in Philadelphia and is a world-renowned leader in education, research, and innovation.
Across our 12 highly-regarded schools, more than 25,000 students, and more than 4,000 faculty members, we become one university: a wide-ranging, ever-changing community that draws its strength from a multitude of races, ethnicities, genders, sexual orientations, historical traditions, ages, religions, disabilities, veteran status, interests, perspectives, and socioeconomic backgrounds.
Penn carries on the principles and spirit of its founder, Benjamin Franklin: entrepreneurship, innovation, invention, outreach, and a pragmatic love of knowledge. Franklin's practical outlook has remained a driving force in the university's development. To learn more, visit About Penn.
Vision
As engines of knowledge and new ideas, universities have the unique potential to define the future rather than be defined by it; to pioneer change rather than merely manage it. To do so requires a plan both visionary and pragmatic. The Penn Compact 2022 motivates community members to innovate, be radically inclusive, and positively impact their local, national, and global communities.
Penn’s fundamental priorities — increasing access, integrating knowledge and engaging locally, nationally and globally — are supported by the three core values that make us uniquely Penn: inclusion, innovation, and impact.
Learn about the signature initiatives of the Penn Compact 2022:
- Global Connections President’s Engagement Prizes President's Innovation Prize Penn Integrates Knowledge University Professors
Diversity
Understanding and appreciating diversity is one of Penn's most important priorities and is fundamental to success in today's world.
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.
To learn more about Diversity and Inclusion at Penn visit:
- Diversity at Penn Resources Supporting Diversity Penn Diversity Facts and Figures Penn's Diversity Timeline 1740-1997
Benefits
Penn offers a wide range of benefits and perks - from Penn's retirement Matching Plan to bike repair stations to access to the full LinkedIn Learning library to adoption assistance to workshops at the letterpress and book arts studio and much more!
- Penn HR Benefits Be in the Know Wellness Campaign Penn Home Ownership Services Campus Shuttles & Buses Resources for Cyclists Deals@Penn Common Press
Campus and Beyond
We invite you to explore our campus and its stately buildings and state-of-the-art facilities.
- Penn Park Morris Arboretum Penn Campus Arboretum: 6,800 Campus Trees Penn Recreation Penn Libraries Shop Penn
Try our self-guided tour! Come and visit!
Learn about sustainability at Penn.
News
Stay up-to-date with Penn's response to COVID-19: Coronavirus Information & Resources.
Penn supports news publications that tell the ongoing story of the University community, communications services for external media, telephone and video services, and other media resources: Campus Media
Connect with us!
- Telephone
- (215) 898-7372
- Location
-
3451 Walnut Street
Philadelphia
PA
19104
US
Get job alerts
Create a job alert and receive personalized job recommendations straight to your inbox.
Create alert