Senior Manager, Service Enablement

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Job Description

Primary Responsibilities

• Lead workforce management functions including service demand forecasting, staffing models,scheduling practices, and service capacity planning.

• Oversee training and onboarding programs that prepare frontline teams to deliver consistent andeffective service experiences.

• Establish quality assurance programs that evaluate service interactions and promote service excellenceacross support teams.

• Manage operational reporting and analytics that support service performance monitoring andoperational improvement initiatives.

• Lead knowledge management practices that ensure accurate, accessible, and well-maintaineddocumentation for frontline teams.

• Provide leadership and direction for teams responsible for enabling high-quality service delivery acrossfrontline support functions.

• Establish operational standards, performance metrics, and practices that support consistent servicedelivery across the organization.

• Lead operational planning and resource management to ensure enablement functions effectivelysupport service demand.

• Promote a culture of accountability, collaboration, and continuous improvement across service teams.

• Partner with university stakeholders and service leaders to align enablement capabilities withoperational needs.

• Use operational data and performance insights to guide strategic service improvements and operationaldecision-making.

• Lead initiatives that improve operational efficiency and service effectiveness.

• Foster proactive communication, transparency, and collaboration across teams.

This job description includes a general representation of job requirements rather than a comprehensiveinventory of all required responsibilities or work activities. The contents of this document or related jobrequirements may change at any time with or without notice.

Qualifications
Knowledge, Skills, and Abilities

• Strong leadership and team development capabilities

• Strong understanding of workforce management, quality assurance, and service performance practices

• Ability to analyze operational data and translate insights into service improvements

• Strong analytical and problem-solving skills

• Excellent communication and stakeholder engagement abilities

• Ability to lead operational improvement initiatives across multiple service teams

Education
Bachelor's degree in business, operations management, or a related field

Experience

• Seven years of progressive experience in service operations, workforce management, or operationalsupport functions

• Five years of leadership experience managing operational teams or service programs

• Experience supporting high-volume service environment

• Experience using workforce management or operational reporting tools

Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may substitute for educationdegree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 yearof education and is the discretion of the hiring manager.

Preferred Qualifications

• Master's degree in a related field or an MBA

• Prior experience implementing workforce management, quality assurance, or knowledge managementprograms

• Prior experience supporting enterprise service organizations or higher education environments

• ITIL certification

Travel
This position requires occasional travel of up to 20%, including required attendance at designated companysummits (typically one to two per year). Additional travel may include conferences, visits to company locations,and other business-related events as needed. Additional travel may be assigned as needed to supportbusiness requirements

Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.