Assistant Director of Online Operations

Assistant Director of Online 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. 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 Employers By State in 2021.

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.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Assistant Director of Online Operations

Job Profile Title
Manager C

Job Description Summary
Overview of LPS
The College of Liberal and Professional Studies in the University of Pennsylvania's School of Arts and Sciences is dedicated to extending learning beyond traditional borders and engages a richly diverse population of intellectually capable students at many points in their lives. LPS programs include professional and academic programs (including study abroad and English language programs for international students and professionals), summer sessions, non-credit programs, workshops, and symposia. LPS programs all have a foundation in the arts and sciences. Each year LPS offers 600 credit courses for undergraduate and graduate, degree and non- degree students as well as non-credit courses focused on areas such as personal enrichment, professional development, and English as a second language.

The Arts & Sciences Online Learning team develops and supports online and hybrid credit and non-credit courses in the humanities, social sciences and natural sciences for undergraduate, graduate, and non-degree students including all courses associated with the Penn LPS Online and Bachelor of Applied Arts & Sciences (BAAS) program. The Assistant Director of Online Operations plays a vital role in the day-to-day support and long-term strategic implementation and expansion of courseware technologies as well as faculty and student communication and support.

Job Description

Key responsibilities of the Assistant Director of Online Operations include creation and oversight of communication plans for instructors and students; leadership and strategic development of the 24/7 tech support and associated ticketing system; design and development of training, workshops and documentation focused on key course systems for students and faculty; management of course site creation and reoffer logistics including multimedia asset management and LTI and API integration. Reporting to the Director of Digital Learning, the Assistant Director supervises the Technical Support Manager and works closely with instructional designers and multimedia creators on a dynamic and collaborative team. The Assistant Director also contributes significantly to university-wide working groups and initiatives as a representative of the Online Learning team and of LPS as a division. Occasional evening and weekend hours, and very occasional holiday hours, are required for this position.


Faculty and student support: Oversight and strategic development of operations for complex course roster of online and hybrid courses supported by Arts & Sciences; strategic oversight of communication plans for instructors and students; work directly with individual faculty as needed; participate in and lead student and instructor training and orientation in key course systems such as Canvas, Zoom and Panopto; develop and facilitate workshops; strategic oversight of instructor and student knowledge bases in ticketing system like Freshdesk; oversight of 24/6 tech support in Freshdesk; oversee instructor and student satisfaction survey process in Qualtrics.

Course operations and technology: Oversee course site creation, reoffers and multiple section management in Canvas LMS and associated systems; strategic co-oversight of multimedia management in Panopto; work with course team to identify and implement new LTI/API course technologies; serve as main contact for third-party vendors associated with LTI tools and tech support; strategic ongoing leadership on course accessibility considerations; maintain course templates in Canvas; create and iterate course technology protocols in consultation with course development team and colleagues in SAS Computing.

Administration and supervision: supervise Tech Support Manager, who manages part-time employees; engage in team and cross-team collaboration via tools like Slack, Microsoft Teams, and Teamwork; participate in strategic University courseware and technology committees as needed; liaise with centralized Canvas and course technology teams under the Library and centralized computing teams as needed; contribute to budget management for operations and tech support.

Perform additional duties as assigned.


Required Qualifications:
  • Bachelor's Degree or comparable work-related equivalent experience
  • 3-5 years of related professional experience with instructional technology, learning design, or course management
  • Experience with technical platforms administration, such as Canvas or similar LMS, Zoom or similar synchronous platform, Panopto or similar multimedia management platform, remote proctoring tools, online discussion tools, and MOOC platforms like edX and Coursera
  • Experience with helpdesk management including a ticketing system like Freshdesk
  • Experience with project and productivity tools like Slack, Microsoft Teams, and Teamwork
  • Experience working on remote or hybrid teams and supporting clients remotely
  • Familiarity with best practices in online teaching & learning design
  • Experience working in higher education, communicating with faculty, students, clients, partners, and/or vendors
  • Highly organized and detail-oriented project management skills
  • Strong skills in customer service and support
  • Ability to work independently as well as in teams

Preferred Qualifications and Skill Sets
  • Master's Degree or equivalent experience
  • Previous supervisory experience
  • Experience with deployment of applications or tools used in online teaching and learning (remote proctoring, assessments, video or multimedia tools, etc.)
  • Proven ability to multi-task in an environment with competing priorities
  • Strength in building and maintaining effective relationships across working groups

A resume and cover letter must be provided for consideration.

The expected salary range for this position is $50,684 to $70,958.

Working Conditions

Office, library, computer room

Alternative work schedules

Physical Effort

Typically sitting at a desk or table

Occasional lifting 25lbs or less

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
School of Arts and Sciences

Pay Range
$50,684.00 - $77,716.00

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.

University Benefits
  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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