Senior Associate Director, Client Care

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

Senior Associate Director, Client Care

Job Profile Title

Manager C, Student Services, Admissions

Job Description Summary

Within Penn Admissions, the Senior Associate Director reports to the Director of Audience Engagement and manages our customer service focused Client Care team. The Client Care team focuses on supporting inquiries from external audiences about, but not limited to, the admissions application process, requirements, events, and policies. Core responsibilities of this position involve maintaining our customer service ticketing system and supporting our professional staff and student workers that manage the call center.

Embodying directed focus, this position monitors and evaluates data from our customer service ticket system and call center. The Senior Associate Director will surface data trends from questions and inquiries of our external audiences that can be used to enhance and shape our communications and resources. This position will also oversee our external FAQ portal and provide continuous monitoring and auditing to ensure our audiences are accessing accurate and helpful information.

Enhancing collective care, this position provides guidance, escalation support, and supervision across members of the Client Care team who are responsible for responding to general email inquiries, phone calls, and supporting the call center student workers. The Senior Associate Director will also collaborate closely with colleagues across the office from Marketing and Communications, Enrollment, and Operations to share relevant trends and observations from across our channels and ensure that a consistent message is being shared back to our audience. As a member of the Audience Engagement team, the Senior Associate Director will be familiar with the day-to-day operations of the Admissions Visitor Center and will be prepared to engage with audiences in the space.

Providing meaningful clarity, the Senior Associate Director serves as the point person for creating training and documentation to support students and staff in delivering top level customer service. This position will be responsible for monitoring and ensuring that students and staff are providing accurate and consistent messaging to those that contact Penn Admissions. Since the majority of inquiries that the Client Care team receives center on the admissions process, the Senior Associate Director should have familiarity and knowledge of the college application process and selective admissions.