Associate Director of Engagement Systems

University of Pennsylvania

2d•$71,733 - $90,000•Onsite

About The Position

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. Working closely with the Executive Director of Engagement Strategy and Systems and the Marketing Cloud Administrator, the AD helps 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.

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.

Nice To Haves

Experience working in higher education, nonprofit advancement, alumni relations, or fundraising environments preferred.
Commitment to fostering an inclusive, collaborative, and service-oriented work environment.

Responsibilities

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.
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.
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.

Benefits

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits
Flexible spending accounts for health care and dependent care expenses
Tuition assistance for employees, spouses, and dependent children
Generous retirement plans (Basic, Matching, and Supplemental) with pre-tax or Roth options
Substantial amount of time away from work (vacations, personal affairs, illness, family time)
Long-term care insurance
Wellness and work-life resources
Professional and personal development resources
Access to a wide range of University resources, cultural and recreational activities
Discounts on arts, entertainment, transportation, mortgages, goods, and services
Flexible work options (non-traditional work hours, locations, and/or job structures)
Forgivable loan for eligible employees interested in buying a home or residing in West Philadelphia
Adoption assistance for qualified expenses