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 Pennâ™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
Director of Live Operations, Wharton Interactive
Job Profile Title
Job Description Summary
The Director of Live Operations position is responsible for overseeing the production operations of Wharton Interactive. As this is a relatively new team, and while we are still in the startup phase, this role will wear several hats relating to customer facing activities. Starting with an enterprise customer service system that integrates with our Salesforce instance, this role will lead this project through to successful completion, integrating automationsâ”like AI assistants and instantaneous multi-lingual supportâ”where possible. In addition, assessing and selecting vendor partner to provide the required 24/7 customer service representatives. Setting up the measurement KPIs of this functional area is also must. Ultimately, this role is responsible for overseeing the operational customer service function for the team.
This role will also act as our strategic account manager, responsible for business development meetings, proposal writing, and follow-up with our larger customer prospects (e.g. Wharton Executive Education programs, Enterprise customers, etc). Thus, excellent written and verbal skills are required, including being comfortable delivering presentations to explain and promote Wharton Interactiveâ™s marketplace of offerings. Wharton Interactiveâ™s various Directors of Product will collaborate closely with the Director of Operations to ensure our teamâ™s business development activities are well supported.
Most of our customer billing and payments are already automated, however when the need arises, this role may have to interface with Whartonâ™s Finance and Administration team on matters relating to accounts receivable, and faculty royalty payments.
To ensure simple form and administrative changes to Salesforce can be handled by the Wharton Interactive team, this role will be responsible for supporting such changes. Salesforce administrative training will be provided, but a high level of comfort in this CRM is required of the role.
This position requires systematic, process-oriented thinking, as well as creative problem solving, teamwork, and an eagerness to learn about different domains. The successful candidate is a self-starter, able to work independently using initiative to seek out and secure opportunities, and provide insights back to the Wharton Interactive team to drive success in parallel initiatives and offerings.
Define, develop, and oversee the required processes, staff and tools required to deliver a high level of customer support and service.
Oversee the vendor support partner, who will provide 24/7 multi-lingual customer service representatives.
Develop customer service level agreements
Develop the critical success factors and underlying key performance indicators to measure and ensure the live operations teams are delivering to a high standard, and remain in compliance of any customer service level agreements
Interface with Wharton Interactiveâ™s AWS DevOps team to ensure infrastructure needs are in place per the delivery schedule (e.g. planned massive game runs, etc)
Interface with Wharton Interactiveâ™s development teams to report platform and game defects.
Ensure the live ops team is liaising appropriately with customers in times of partial and major service disruptions
Strategic Account Management
Gain enough expertise in Wharton Interactiveâ™s offerings to represent us in business development conversations with perspective customers.
Proposal writing and customer follow-up
Able to conduct contract negotiations via a master services agreement, which includes agreed service level agreements, and data security and privacy concerns
Assist with content creation for our various websites
Take the lead for Wharton Interactive on the Salesforce Change Approval Board
Action Salesforce administration changes for the team, following the established change management process for Whartonâ™s Salesforce
Actively participate and support various committees at the Wharton School to mature Salesforce (e.g. Training and Development committee, Finance automation initiative).
Qualifications â¢Â Â Â BA/BS (Master's preferred) and a minimum of 5 years relevant work experience required or equivalent combination of education and experience â¢Â Â Â Experience with setting up an operational team, from the ground up â¢Â Â Â Experience managing a complex operations team, that supports global teaching and learning audiences â¢Â Â Â Demonstrated ability to ensure delivery is measured, and quality issues are addressed and systematically improved â¢Â Â Â Experience with project management, including use of a management tool like Jira or GitLab â¢Â Â Â Experience with working with high-value customers, leading and participating in business development efforts, and then being responsible with leading the delivery â¢Â Â Â Master services agreements experience, including negotiating price, and ensuring contractual aspects are covered like SLAs and data privacy & security â¢Â Â Â Power user experience with Salesforce (Wharton Interactive will provide training in SF administration) Â Preferred for all candidates: â¢Â Â Â Experience with working in Higher Education and with corporate education clients
Job Location - City, State
Department / School
$72,837.00 - $138,391.00
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.
Internal Number: JR00007949
About University of Pennsylvania
Penn has a long and proud tradition of intellectual rigor and pursuit of innovative knowledge, begun by Benjamin Franklin in 1740. That tradition lives today through the creativity, entrepreneurship, and engagement of our faculty, students, and staff. Academic life at Penn is unparalleled, with an undergraduate student body of 10,000 from every U.S. state and around the world. The entering class of 2015 is the most talented and diverse in Penn's history. Consistently ranked among the top 10 universities in the country, Penn welcomes an additional 10,000 students to our top-ranked graduate and professional schools.