Associate Director of Engagement Systems

About the University

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 nationally recognized, including being named one of America’s Best Large Employers by Forbes in 2023. The University offers a unique working environment within Philadelphia, a city rich in historical significance, cultural offerings, and recreational activities.

About the Role

The Associate Director (AD) of Engagement Systems supports the integration, administration, and optimization of Development & Alumni Relations’ (DAR) constituent engagement technology ecosystem. This position plays a key operational role in supporting constituent-facing digital platforms and engagement technologies, including alumni communities, volunteer and mentoring systems, event technologies, engagement websites, and integrated marketing and CRM solutions. The AD works closely with the Executive Director of Engagement Strategy and Systems and the Marketing Cloud Administrator to ensure engagement platforms are scalable, user-friendly, secure, compliant, and aligned with institutional priorities and evolving constituent engagement strategies.

The AD supports platforms and technologies built within and integrated through Salesforce-related systems, including Marketing Cloud, Experience Cloud, Compass/Salesforce NPSP, Blackthorn.io, third-party integrations, and custom engagement applications. This role serves as a primary operational liaison between DAR stakeholders and technical partners to support platform enhancements, digital experience improvements, governance implementation, and ongoing system operations.

Responsibilities

• Platform Operations & Digital Experience
  • Support the day-to-day administration, maintenance, optimization, and continuous improvement of DAR’s constituent engagement platforms and digital experiences.
  • Manage operational administration and publishing processes for constituent-facing Experience Cloud and Lightning Web Runtime (LWR) environments, including release coordination, testing, deployment support, and user experience validation.
  • Coordinate platform enhancements, upgrades, issue resolution, and production releases in partnership with Salesforce administrators, developers, vendors, and technical teams.
  • Support initiatives that improve platform usability, accessibility, engagement, and constituent experience across alumni, volunteer, mentoring, event, and community platforms.
• Integrations, Governance & Compliance
  • Support operational integration workflows and data coordination between engagement systems, CRM platforms, marketing technologies, and other University systems.
  • Assist with governance implementation, user access management, documentation, audit support, and platform compliance activities.
  • Help ensure systems align with University policies, accessibility standards, data privacy regulations, and security requirements.
  • Maintain operations documentation and support materials, including governance procedures and training resources related to engagement technologies.
• Project Coordination & Stakeholder Collaboration
  • Coordinate engagement technology initiatives, including platform enhancements, migrations, integrations, and digital experience projects.
  • Serve as a liaison between DAR stakeholders, ISC partners, Salesforce administrators, developers, vendors, and external consultants to support project execution and operational continuity.
  • Support testing, change management, communication, and adoption efforts related to platform updates and new engagement capabilities.
  • Identify opportunities for operational improvement, automation, and enhanced platform effectiveness across DAR’s engagement technology ecosystem.

Requirements

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
• Minimum of 3–5 years of professional experience in CRM administration, engagement technology, digital platforms, marketing technology, advancement services, or related operational roles.
• Experience supporting or administering Salesforce platforms, including Experience Cloud, Marketing Cloud, Nonprofit Success Pack (NPSP), or related CRM technologies preferred.
• Familiarity with constituent engagement platforms, alumni community technologies, volunteer management systems, mentoring platforms, event technologies, or digital engagement applications.
• Experience coordinating technology projects, system enhancements, testing, deployments, or cross-functional operational initiatives.
• Understanding of platform governance, data privacy, accessibility standards, user support, and operational documentation practices.
• Demonstrated ability to collaborate effectively with technical teams, vendors, and non-technical stakeholders.
• Strong organizational, analytical, and problem-solving skills with attention to detail and the ability to manage multiple priorities.
• Excellent written and verbal communication skills, including the ability to prepare documentation, training materials, and operational communications.
• Experience working in higher education, nonprofit advancement, alumni relations, or fundraising environments preferred.
• Commitment to fostering an inclusive, collaborative, and service-oriented work environment.

Location

Philadelphia, Pennsylvania

Pay

$71,733.00 - $90,000.00 Annual Rate

Benefits

• Health, Life, and Flexible Spending Accounts
  • Comprehensive medical, prescription, behavioral health, dental, and vision insurance benefits.
  • Flexible spending accounts for eligible health care and dependent care expenses with pre-tax dollars.
• Tuition Benefits
  • Tuition assistance for you, your spouse, and dependent children at Penn and other institutions.
• Retirement
  • Generous retirement plans with pre-tax or Roth options and a variety of investment choices through TIAA and Vanguard.
• Time Away from Work
  • Substantial paid time off for vacations, personal affairs, illness, or injury.
• Long-Term Care Insurance
  • Long-term care insurance for faculty, staff, and eligible family members, with no underwriting requirements if applied for when newly hired.
• Wellness and Work-life Resources
  • Programs and resources to support work-life balance, health, and personal well-being.
• Professional and Personal Development
  • Resources to support personal and professional growth.
• University Resources
  • Access to libraries, athletic facilities, arboretum, art galleries, museums, and cultural and recreational activities.
• Discounts and Special Services
  • Discounts on arts, entertainment, transportation, mortgages, cellular phone plans, movie tickets, theme parks, and more.
  • Special deals on new cars from Ford and General Motors.
• Flexible Work Hours
  • Flexible work options to promote work-life balance.
• Penn Home Ownership Services
  • Forgivable loans for eligible employees buying a home or residing in West Philadelphia, applicable to closing costs or home improvements.
• Adoption Assistance
  • Reimbursement for qualified expenses related to the legal adoption of an eligible child, up to two adoptions per household.