Associate Director and CRM Manager (Alumni Ambassador Program)

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
Associate Director and CRM Manager (Alumni Ambassador Program)

Job Profile Title
Alumni Officer C

Job Description Summary
The Alumni Ambassador Program engages over 20,000 alumni volunteers who share their passion and enthusiasm for Penn with prospective undergraduate students. Interactions with alumni ambassadors provide a platform for students to learn about Penn and connect with members of the alumni community, and they provide alumni with a meaningful way to give back with their time and stay connected to the university.

We are seeking a dynamic, detail-oriented, and technically proficient professional to join our team as Associate Director and CRM Manager. Reporting to the Director of the Penn Alumni Ambassador Program, the Associate Director will assist in managing the university's largest single alumni volunteer effort to promote outreach to prospective Penn students through the alumni network. This unique role combines strategic volunteer management with technical expertise, making it critical to the success of the Alumni Ambassador Program.

The Associate Director is responsible for building and maintaining long-term and mutually rewarding relationships with Penn alumni so that they may be ambassadors of Penn worldwide. The ideal candidate will have proven knowledge and experience in comprehensive alumni relations, volunteer management, and higher education admissions to support a coordinated global effort to engage alumni and support Penn's outreach to prospective and current applicants.

The Associate Director will manage and enhance the Slate CRM database for the Alumni Ambassador Program, ensuring its optimal functionality and integration with other university systems. This individual will be responsible for developing, maintaining, and enhancing the technological infrastructure that supports volunteer outreach, information-sharing, and identity management. This role is critical in ensuring the smooth operation of our volunteer management system, data integrity, and the efficient execution of alumni-student interactions.

Job Description

Job Responsibilities

Volunteer Support and Communication

• Regional Volunteer Management: Manage a set of regional committees, serving as their main point-of-contact, to enhance the volunteer and student experience.
• Front-Line Support: Regularly engage in front-line volunteer communication and support, serving as a model participant in the daily duties of the Alumni Ambassador Program.
• Inquiry Response: Provide timely responses to telephone and email inquiries from volunteers, committee leaders, and other important constituents.
• Training and Orientation: Facilitate regional and local training and orientation programs for alumni volunteers, ensuring they are well-equipped to participate in program activities.

Program Management and Strategic Collaboration

• Event Support: Support university events related to the Alumni Ambassador Program, ensuring effective coordination and participation.
• Collaborative Engagement: Support the planning and implementation of all activity related to the Alumni Ambassador Program, the broader goals of the Alumni Relations office, and the Undergraduate Admissions Office throughout the annual cycle.

Technological Infrastructure Development and Maintenance

• CRM Management: Develop, maintain, and enhance the Slate CRM database, ensuring its accuracy and efficacy in supporting the Alumni Ambassador Program.
• System Integration: Develop and maintain internal data-transfer processes between the Alumni Ambassador Program and other university databases/systems (Admissions, Development, Alumni Relations), ensuring data accuracy and parity.
• Technology Enhancement: Actively seek ways to develop better systems for the collection, verification, and transfer of university data.
• System Administration: Monitor system performance, troubleshoot issues, and implement solutions.

Data Management and Reporting

• Data Transfer Processes: Manage and enhance all data-transfer processes to ensure seamless integration and data integrity across systems.
• Query Building and Reporting: Utilize SQL to build queries and reports that support the program's needs, providing insights and data analysis for continuous improvement.
• Data Auditing: Develop efficient systems to track and audit volunteer actions, ensuring data integrity and effective communication mechanisms.

**Please provide a resume and cover letter in order to be considered for this role. Please upload all documents in the 'Resume/CV' section of the application prior to submitting.**

Qualifications

• BA/BS in Computer Science, Information Technology, or related field and 5-7 years of experience, or an equivalent combination of education and experience required.
• Experience in CRM administration, preferably with Slate.
• Strong knowledge of database management and SQL.
• Excellent problem-solving and analytical skills.
• Experience with the ability to communicate complex ideas to technical and lay persons.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Ability to initiate and encourage collaboration among colleagues. Sensitivity, understanding of and genuine interest in working with alumni from diverse backgrounds and experiences.
• Ability to relate to people of different cultural, ethnic, political, socioeconomic, and geographic backgrounds is necessary.
• Proven ability to exercise diplomacy, judgment, discretion and grace under pressure. Comfort with ambiguity and working within constraints of scarce resources.
• Some weekend and evening work required.
• Periodic travel required.

Preferred Skills:

• Experience with web development (HTML, CSS, JavaScript).
• Knowledge of data visualization tools.
• Project management experience.
• Knowledge of undergraduate admissions, knowledge of the selective admissions environment, and knowledge of alumni programming are strongly preferred. Familiarity with the University, its facilities, its programs, and its student life preferred.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Development and Alumni Relations

Pay Range
$61,046.00 - $104,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

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.
  

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Sweeten-Alumni-House/Associate-Director-and-Systems-Administrator--Alumni-Ambassador-Program-_JR00094989-1







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