Edtech.com's Summary

Western Governors University is hiring a Manager, Operations. This role involves leading operational programs, improving processes, managing change initiatives, and supervising a team to ensure alignment with strategic goals and operational effectiveness.

Highlights

Serve as subject matter expert for assigned processes and supporting products.
Partner with executive leadership to deliver operational programs aligned with strategic goals.
Lead process improvement and change management initiatives, leveraging data and emerging technologies.
Coordinate cross-functional collaboration and maintain strong stakeholder relationships.
Manage projects using ServiceNow and track performance metrics, OKRs, and KPIs.
Supervise and coach a team to foster a high-performing culture and accountability.
Establish operational metrics, conduct audits, and support budgeting activities.
Proficiency with workflow and reporting tools such as ServiceNow, Power BI, and Tableau required.
Bachelor's degree in Business Administration, Operations Management, or related field with 5 years of relevant experience; equivalent experience may substitute.
Preferred qualifications include Master's degree, PMP certification, Change Management certification, and Lean Six Sigma Green Belt.

Manager, Operations Full Description

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:

Grade: Management_Executive 605Pay Range: $75,900.00 - $125,300.00

Job Description

Primary Responsibilities

Operational Leadership & Product Ownership

Serve as the subject matter expert for assigned processes and supporting products.
Maintain deep knowledge of process workflows and associated technology solutions.
Partner with executive leadership to deliver operational programs aligned with strategic goals.
Ensure quality, consistency, and effectiveness of operational processes and team outputs.
Monitor workflows to identify opportunities for efficiency and optimization.
Establish standards and policies based on best practices in collaboration with stakeholders.
Align operational services with WGU and organizational OKRs to enrich student and employee experiences.

Process Improvement & Change Management

Analyze current operations, systems, and user personas to identify areas for improvement.
Define and implement scalable, sustainable process improvement strategies.
Lead change initiatives by developing tailored change management plans for impacted personas.
Drive adoption of processes and products through effective change enablement strategies.
Use data and performance trends to recommend enhancements and measure outcomes.
Research emerging trends, tools, and technologies to improve operational performance.

Cross-Functional Collaboration & Stakeholder Engagement

Lead cross-functional teams to operationalize standards and business models.
Serve as a liaison between departments to align operational needs with strategic goals.
Collaborate across organizational units to ensure consistent messaging and alignment.
Build and maintain strong relationships with key stakeholders and leadership.
Partner with cross-functional teams to deliver clear, timely communications on operational updates, milestones, and change initiatives.
Facilitate recurring business reviews, updates, and forums to ensure visibility and alignment.

Project & Resource Management

Provide business-critical insights and drive cross-functional execution on strategic projects.
Identify and implement solutions that improve operations and align with functional OKRs.
Manage project work using ServiceNow (CWM or SPM), ensuring accurate documentation and timely updates.
Track and report on adoption metrics, project deliverables, and change readiness.
Support annual operating planning, quarterly reviews, and departmental prioritization.
Define OKRs and KPIs for assigned projects and monitor progress.
Ensure appropriate resource allocation and remove barriers to project success.

Team Leadership

Supervise a team of professionals, providing coaching, development, and performance feedback.
Promote a collaborative, high-performing team culture focused on continuous improvement.
Hold team members accountable for achieving goals and maintaining quality standards.
Provide input on hiring, promotions, and performance management decisions.

Reporting & Governance

Establish and manage operational metrics, dashboards, and reports to track performance.
Conduct regular audits to ensure data accuracy, integrity, and compliance.
Support budget preparation and monitor operational expenditures.
Performs other job-related duties as assigned.

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

Qualifications

Knowledge, Skills, and Abilities

Demonstrated ability to coach and lead teams in achieving operational goals.
Strong judgment and adaptability in managing change and ambiguity.
Strong organizational, analytical, and problem-solving skills.
Proficiency with workflow and reporting tools (e.g., ServiceNow, Power BI, Tableau).
Proven ability to lead projects from initiation through completion.
Excellent written and verbal communication skills; able to influence and engage stakeholders.
Experience using data and metrics to guide decision-making and measure performance.
Ability to manage multiple priorities in a dynamic, fast-paced environment.

Education

Bachelor's degree in Business Administration, Operations Management, or related field (or equivalent experience).

Experience

Five (5) years of experience in operations, process improvement, or project/change management.

Experience in lieu of education

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

Preferred Qualifications

Master's degree in Business Administration, Organizational Leadership, or related field
Project Management Professional (PMP) certification
Team supervision
Change Management certification (e.g., Prosci Change Practitioner)
Lean Six Sigma Green Belt certification
Experience developing and managing performance metrics or dashboards in platforms

Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

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.

Original Job Description