Associate Director, Delivery Operations - Wharton Executive Education

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Associate Director, Delivery Operations - Wharton Executive Education

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
Associate Director, Delivery Operations - Wharton Executive Education

Job Profile Title
Associate Director C

Job Description Summary
The Associate Director, Delivery Operations will be the hub for all Delivery logistics for in-person Executive Education programs. Tying together our Delivery Teams with our Aramark team and other collaborators, this role will ensure that all program activities in Philadelphia are appropriately aligned to ensure seamless operation. This includes but is not limited to coordination, with other groups on and off campus such as Special Events, Wharton Operations, Wharton Computing, Business Services, and local hotels. The Associate Director will also plan and collaborate with WEMBA to ensure excellent support for this important school program.

The Associate Director will have a planning scope of at least one to two years and will work to optimize our program schedule in the SCC through collaboration with the Program Directors and other constituents. As part of this, the Associate Director will be responsible for managing the Philadelphia-based program schedule and for providing this evolving schedule to the Delivery and IT teams and others to align resources. The Associate Director will also support the alignment of resources for the Online synchronous programs. As the "owner" of the data for all scheduled programs, this role is the driving force behind the appropriate allocation of Delivery, IT and Aramark resources. As Exec Ed ramps back up post-pandemic and continues to grow, this role will also be responsible for sourcing new possible venues for local program delivery when SCC is unable to accommodate.

While systems may evolve over time, Amadeus is currently the organization's system of record for all event orders and plans for all programs. It acts as the key means of communicating program, room and meal needs between Wharton and Aramark. It also acts as our system of record for internal pricing and therefore allocation of charges back to program P&L's. This role is responsible to ensure Program Managers and others are accurately recording all events in Amadeus and that they are priced correctly so that this data can be used by to allocate back programs and groups.

Internal collaboration and coordination with Aramark personnel, including the F&B Director, AV/IT Manager, Rooms Controller as well as the Front Desk Director is essential for the success of our programs. Excellence in service begins with excellence in planning and management of logistics and this role is responsible to ensure our teams are set-up to deliver exceptional service.

Job Description
  • Responsible for scheduling classroom, breakout room, case studies, and dining spaces required to support all Wharton Executive Education (WEE) programs held onsite at the Steinberg Conference Center (SCC), on campus and in Philadelphia area based on reports pulled from Salesforce and Amadeus. Collaborates with Wharton Operations and others to secure space needed when SCC classrooms and dining rooms are at full capacity. Requires a long-term strategic view of Open Enrollment and Custom businesses and will be responsible for identifying challenges in early stages of planning process.
  • Manages program scheduling and planning, including capturing these plans in Amadeus promptly and ensuring Salesforce and Amadeus data align. Update master staff schedule weekly to ensure delivery assignments can be confirmed 8-12 weeks out. Ensure that all definite programs (50% likely) are accurately reflected on master staff schedule. Ensure overall program logistics are set in support of highest quality and seamless program delivery for all programs held at SCC, on campus and all other offsite locations. Work closely with Senior Director Operations and Managing Directors to identify and resolve competing space issues.
  • Serve as liaison with Aramark F&B Director, AV/IT Manager, Front Desk Director and Room Controller to ensure the highest level of support and delivery for our programs. Working with the Rooms Controller, ensure SCC and offsite hotel guest rooms are managed based on needs of Open Enrollment and Custom groups. Also ensure General Management Program participants and Advanced Management Programs are housed at SCC. Associate Director will communicate regularly with Client Relations team to understand expected open enrollment numbers and will share overall planning strategy with Room Controller. AD will also liaison with Aramark F&B Director on dining standards and group planning to support a seamless, high-quality experience for all guests. This includes discussion of F&B staffing levels needed based on business volume.
  • In collaboration with the Senior Director Operations, COO and Aramark, determine internal pricing for all Aramark-delivered services in the SCC and across the school (e.g. ad-hoc AV/IT support or Espresso machine servicing, etc.). Ensure this pricing is evaluated annually in conjunction with F&A and updated in Amadeus.
  • Associate Director will collaborate with WEMBA team to ensure their program details are entered into Amadeus promptly to avoid potential conflicts with WEE programs. AD will partner with WEMBA team to resolve SCC space conflicts when necessary to ensure both WEE and WEMBA programs are well supported so all participants have a high quality Wharton experience.
  • Train all Exec Ed new staff on Amadeus system. Conduct periodic refresher training sessions for delivery, WEMBA and Admin teams as needed. Coordinate with WEE special event team to determine availability to support internal and external event requests at SCC.
  • Manage other duties and projects as needed.

  • Bachelor's degree required, event scheduling experience preferred; 4-5 years of experience coordinating conferences or executive management training programs; or equivalent combination of education and experience..
  • Mature judgment and ability to maintain calm demeanor during stressful situations.
  • Proven ability to make effective use of time, plan ahead, and coordinate multiple projects with tight timelines.
  • Highly developed organizational skills, strict attention to details.
  • Proven ability to communicate effectively at all levels of organization and with operations partners.
  • Ability to work in a highly independent manner.
  • Excellent judgment and and proven leadership required.
  • Excellent written and verbal communication skills necessary.
  • Candidate must demonstrate ability to negotiate and anticipate problems.
  • Knowledge of Amadeus, Salesforce, Excel and Banquet Event Orders is necessary.
  • Ability to work nights and weekends as needed.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Wharton School

Pay Range
$51,824.00 - $78,096.00

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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