Manager, Proctoring Operations at Western Governors University in Salt Lake City, UT

Job 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 605 Pay Range: $78,200.00 - $129,000.00 Job Description The Manager of Proctoring Operations manages the university's internal online proctoring program and supports the development of scalable and effective proctoring operations for both online and in-person testing. The role ensures proctoring resources are aligned with student testing demand and provides timely support while maintaining the integrity and security of assessments through consistent application of proctoring standards and procedures, and in accordance with university requirements. The Manager evaluates and monitors approved in-person testing sites, establishes and maintains operating procedures, analyzes operational and service metrics, addresses operational issues, and recommends and implements process improvements. Primary Responsibilities Manage daily proctoring operations across online and in-person testing environments. Manage, coach, and develop proctors, including hiring, onboarding, training, goal setting, performance management, employee engagement, and succession planning. Plan staffing and schedules to meet testing demand and service requirements. Monitor workload, productivity, service levels, and quality. Address performance or coverage concerns as needed. Develop, document, and maintain operating processes, procedures, service standards, and escalation guidelines. Establish and promote consistent proctoring practices that support students and protect assessment integrity. Monitor student service issues and testing disruptions. Coordinate timely resolution, communication, and follow-up. Ensure proctoring activities adhere to university policies, procedures, security standards, and testing requirements. Evaluate, approve, document, and monitor physical testing sites against established security, accessibility, technology, service, and operational requirements. Coordinate periodic reviews of approved testing sites. Address identified concerns or escalate issues as appropriate. Analyze operational metrics, including testing demand, staffing coverage, service levels, quality, and student experience measures. Prepare performance reports and recommend changes to improve service, quality, consistency, and efficiency. Guide the implementation or transition of proctoring systems, tools, processes, and testing options. Work with internal partners, external testing sites, and service providers to resolve issues and support testing services. Identify operational, compliance, security, and service risks. Address issues as appropriate and escalate concerns when necessary. Manage assigned resources and provide information to support budget planning. Perform other related duties as assigned. This