Program Manager, Meal Plans; Hospitality Services

Job Description Summary

Reporting to the Associate Director of Penn Dining Meal Plans, the Program Manager for Meal Plans serves as the primary point of contact for all service, account management, and sales-related inquiries for Penn Dining & Meal Plans. This role is responsible for delivering high-quality customer service, managing meal plan operations and account adjustments, and supporting the overall administration of the University’s dining plan program.

The Program Manager provides direct support to more than 6,500 meal plan holders, while also engaging with faculty, staff, parents, and external partners. The position oversees daily meal plan administration within Transact, resolves account and billing issues, supports sales of dining vouchers and meal options, and represents Penn Dining at campus events and outreach activities.

This role requires strong attention to detail, excellent communication skills, and the ability to manage a high volume of inquiries and transactions in a fast-paced, student-centered environment.

Job Responsibilities

Customer Service & Account Management

• Serve as the primary customer-facing contact for Penn Dining Meal Plans, supporting over 6,500 board plan holders and additional internal and external stakeholders
• Manage the Penn Dining email account and phone line, ensuring timely, accurate, and professional responses to all inquiries
• Resolve customer issues related to billing, plan changes, transaction discrepancies, and account adjustments
• Document inquiries, actions taken, and resolutions in accordance with established processes

Meal Plan Operations & Administration

• Execute daily meal plan operations, including posting transactions, processing plan changes, and adjusting accounts within Transact
• Manage early terminations and cancellations in accordance with RHS policies
• Maintain accurate records, reporting, and process documentation to support program oversight and decision-making
• Monitor dining café operations and gather feedback to support student satisfaction and policy implementation

Sales & Revenue Generation

• Manage the full lifecycle of dining voucher and meal option sales for internal and external clients
• Coordinate inquiries, process transactions, manage communications, and support on-site execution as needed
• Ensure accurate billing, payment processing, and delivery of services

Engagement, Marketing & Outreach

• Represent Penn Dining at University events, fairs, and outreach activities
• Support communication and marketing efforts to promote dining programs and services across campus
• Develop and maintain a strong understanding of dining operations, locations, hours, and plan structures

Seasonal & Operational Support

• Support Conference Services and summer program operations, including move-in/move-out activities and dining coordination
• Assist with operational needs during peak periods, including evenings and weekends as required

Qualifications

• Bachelor's degree and 2 to 3 years of experience, or an equivalent combination of knowledge, education and experience, is required.
• 2 to 3 years of related work experience strongly preferred, preferably in a university setting.
• Demonstrated experience in an administrative and customer service role is also strongly preferred.
• Excellent interpersonal, organizational, and customer service skills and a high level of professionalism are all required, as well as having excellent oral and written communication skills.
• Must have strong attention to detail and accuracy and be able to meet deadlines.
• Candidate must possess advanced skills utilizing computer software including web applications, online systems, data management and reporting tools, and standard office packages (Word, Excel, electronic mail), with an ability to learn new software.
• The ability to work independently and as part of a team, manage several responsibilities at the same time, and resolve problems using initiative and sound judgment are all imperative.
• Must be able to collect and synthesize data and then subsequently package it in a manner that can be presented and understood.
• Work with a student-centered focus, with a deep appreciation for diversity and enjoyment working with a culturally diverse population of college students and parents daily.
• Prior meal plan management, accounting, and billing experience are highly desirable.

About The Division Of Business Services (BSD)

The Division of Business Services (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-focused campus environment through the delivery of mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner.

The Division Is Currently Focused On Three Major Initiatives

• Revenue growth and retention through improved marketing, expanded services, and new distribution channels
• Driving productivity for the Division and its customers through enhanced use of technology
• Enhancing service offerings through facility upgrades and expansions

Learn more: https://business-services.upenn.edu

About Residential & Hospitality Services (RHS)

Residential & Hospitality Services (RHS) is a division within Business Services that supports the University’s on-campus living, dining, and hospitality programs. RHS oversees housing operations across 11 College Houses, as well as conference services, summer programs, and dining partnerships. The division is committed to creating a welcoming, inclusive, and high-quality residential and guest experience for students, faculty, staff, and visitors.

Learn more: https://residential-services.business-services.upenn.edu

About Penn Dining

Penn Dining is made up of talented chefs, managers, cashiers, dishwashers, servers, and administrators who are dedicated to delivering consistent, high-quality food to a diverse on-campus community. As the University’s foodservice provider, Penn Dining oversees food operations across campus and partners on all food-related planning initiatives. The team is committed to delivering exceptional dining experiences that support student life and campus engagement.

Pay Range

$55,000.00 - $65,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements

Background checks may be 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.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay