Program Manager, Meal Plans; Hospitality Services

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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 café 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<