Student Success System Manager - Office of Academic Innovation - Penn Engineering

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

Student Success System Manager - Office of Academic Innovation - Penn Engineering

Job Profile Title

Information Technology Project Leader

Job Description Summary

The Student Success Systems Manager (SSSM) supports the effective operation, coordination, and continuous improvement of student success systems for the Office of Academic Innovation (OAI). Reporting to the Assistant Director of Slate Operations, this role serves as an operational owner for Slate student success functionality across online and support for residential master's and graduate programs.

This position focuses on day-to-day system oversight, workflow management, cycle readiness, issue triage, and cross-team coordination, ensuring that student success processes are executed consistently, efficiently, and in alignment with institutional goals. While admissions functionality may be supported when necessary, the primary emphasis of this role is student success operations, engagement, retention, and reporting.

The SSSM also maintains select reporting and analytics responsibilities, ensuring operational teams have access to accurate, timely insights that support student success outcomes. This position is hybrid, with two days per week on campus in Philadelphia.

Job Description

Detailed Responsibilities

Student Success Systems Oversight

* Serve as an operational owner of Slate student success functionality across OAI-supported programs.

* Coordinate and manage student success modules, including turning features on and off by term or cycle.

* Independently maintain workflows, queries, forms, events, and communications related to student success.

* Manage system updates either live or between cycles, collaborating closely with the Assistant Director of Slate Operations as needed.

* Ensure system configurations align with student success processes, timelines, and operational requirements.

* Lead the scoping, planning, and build of new student success modules and functionality in Slate, partnering with student success stakeholders to translate operational needs into system requirements, workflows, data structures, and user experiences that support engagement, retention, and student outcomes.

Workflow, Cycle, and Operational Management

* Maintain and clear workflows in preparation for new academic terms or engagement cycles.

* Coordinate cycle preparation checklists in Asana, ensuring all system and operational tasks are completed on schedule.

* Provide recommendations to improve cycle readiness processes and documentation.

* Collaborate with office teams to ensure coordinated execution of responsibilities tied to student success milestones.

Request Intake, Triage, and Support

* Serve as the primary point of contact for student success-related Slate requests.

* Triage incoming requests via Slack and tickets; providing Tier 1 support and escalating issues as appropriate.

* Manage the Slate Helpdesk board in Asana, tracking progress, prioritization, and backlog items.

* Partner with the Assistant Director of Slate Operations on escalations, enhancements, and resolutions.

Communications, Engagement, and Events Support

* Support the development and execution of ad hoc and campaign communications in Slate, including emails and drip campaigns tied to student success initiatives.

* Build and maintain recipient queries, merge fields, and conditional logic for communications.

* Provide Slate-related support for student success events, including onboarding sessions, advising events, office hours, and engagement activities (virtual and on campus).

* Audit event templates, registration workflows, and…