Assistant Director – Service Hub

Penn Information Systems & Computing

. Provide day-to-day operational oversight for an assigned functional Service Hub team .

Posted 11/2/2026full-timePhiladelphia • Pennsylvania • United StatesLead💰 $67,155 - $77,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational oversight, team management, and compliance within a higher education environment, with a strong focus on documentation quality and customer service.

Highest-signal resume keywords

Operational OversightTeam ManagementCompliance KnowledgeCustomer Service SkillsDocumentation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Registrar Function ExperienceCase HandlingPerformance ReviewsEscalation ManagementTrend IdentificationDocumentation QualityTime-Sensitive Issue ResolutionFunctional LeadershipCoaching and MentoringWorkload Coordination

Soft Skills

Strong JudgmentOrganizational SkillsAnalytical SkillsInterpersonal SkillsCommunication Skills

Industry Keywords

Higher EducationFERPATitle IVComplianceService HubCase NotesDocumentation StandardsFunctional ExpertiseCustomer SupportEscalation Contact

About the role

Key responsibilities & impact

Provide day-to-day operational oversight for an assigned functional Service Hub team
Coordinate workload, team readiness, consult coverage, and specialized task execution
Lead, manage, coach, and mentor assigned team members
Provide daily work direction, onboarding input, performance feedback, and formal performance reviews
Execute or oversee functional tasks requiring elevated authorization or system access
Coordinate team coverage for same-day consults during business hours
Serve as primary escalation contact and liaison for schools, centers, community partners, and functional home offices
Process and resolve partner-submitted tickets, feeders, and assigned requests
Partner with Compliance for review support, trend identification, and controls reinforcement
Conduct spot reviews for documentation, case handling, service quality, and compliance
Review, triage, prioritize, and resolve time-sensitive, high-risk, or high-impact escalations
Train Service Hub Counselors through coaching, refreshers, job aids, consult coverage, and other supports
Attend partner meetings and functional home office trainings
Communicate requirements, timelines, outstanding items, resolution status, and relevant updates
Identify escalation drivers and convert them into training content, job aids, documentation updates, or decision-support tools
Reinforce intake standards, documentation quality, case notes, and tracking practices
Manage shared functional queues, case aging, complexity, risk indicators, and workload distribution
Perform other duties as assigned in support of SRFS responsibilities

Requirements

What you’ll need

Bachelor of Science, Bachelor of Arts, and 3 to 5 years of experience or equivalent combination of education and experience is required
Experience in registrar function in a higher education environment
Ability to understand, apply, and remain compliant with current applicable federal, Title IV, state, and institutional requirements, including FERPA
Experience managing time-sensitive, high-risk, or high-impact issues
Strong judgment and documentation skills
Strong organizational, analytical, interpersonal, oral, and written communication skills
Exceptional attention to detail
Functional expertise in Registrar/Records or Veterans areas
Experience supervising, coaching, or providing functional leadership to staff or colleagues preferred
Excellent customer service skills preferred
Background checks may be required after a conditional job offer

Benefits

Comp & perks

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits
Flexible spending accounts for eligible health care and dependent care expenses
Tuition assistance for employees, spouses, and dependent children
Tuition assistance for dependent children at other institutions
Basic, Matching, and Supplemental retirement plans
Pre-tax or Roth retirement savings options
Investment options through TIAA and Vanguard
Substantial time away from work for vacations, personal affairs, family time, and illness or injury
Long-term care insurance for faculty, staff, and eligible family members
Wellness and work-life programs and resources
Professional and personal development resources
Access to University libraries, athletic facilities, arboretum, art galleries, cultural and recreational activities
Discounts and special services for arts, entertainment, transportation, mortgages, cars, cellular phone plans, movie tickets, and theme parks
Flexible work options involving non-traditional work hours, locations, and/or job structures
Forgivable loan for eligible employees buying a home or residing in West Philadelphia
Adoption assistance for qualified expenses, for up to two adoptions in the household