Services Manager, Wharton Research Data Services

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

Services Manager, Wharton Research Data Services

Job Profile Title

Associate Director B, Business and Finance

Job Description Summary

Founded in 1881 as the world’s first collegiate business school, the Wharton School of the University of Pennsylvania is shaping the future of business by incubating ideas, driving insights, and creating leaders who change the world. With campuses in Philadelphia and San Francisco, Wharton has over 850 staff, a faculty population of more than 235 renowned professors, and 5,000 undergraduate, MBA, executive MBA, and doctoral students. Each year, 13,000 professionals worldwide advance their careers through Wharton Executive Education’s individual, company-customized, and online programs. More than 104,000 Wharton alumni form a powerful global network of leaders who transform business every day. Wharton is home to a diverse staff population representing a rich array of backgrounds, expertise, and cultures. To learn more, visit www.wharton.upenn.edu.

WRDS Customer Experience Team seeks a Services Manager. This position will be strategic and operational leader who will oversee all channels of WRDS Support network.

Job Description

The duties include oversees the following: 

• Manage operations of our third-party customer support provider, including facilitating communications between WRDS and vendor, Quality Control of agent training, assisting with resolving escalated customer issues, QA of dependent tasks and operations (e.g. CRM, data entry), engaging necessary internal technical resources to resolve issues, and more as needed.
• Manage customer feedback initiatives (i.e. distribute surveys, conduct focus groups) and work with team members to use results to improve and implement customer-facing efforts.
• Serve as organizational leader for client support software; liaison with software support team and spearhead technology initiatives that directly impact WRDS users and customers
• Resolve complex c