Senior Manager, Credential 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 606 Pay Range: $87,600.00 - $144,700.00 Job Description The Senior Manager, Credential Operations is responsible for executing strategic priorities and driving the operational quality of the enrollment experience for students and staff. This position will lead an Operations Team including leaders of general operations, contact strategy and vendor support, business process improvement, and workforce management. This position will work with leaders at all levels across the student lifecycle including Enrollment, Admissions, Marketing, Faculty, Student Support, Financial Aid, and Education Technology. Help shape a high-performing Credential Evaluation operation that supports students at scale. As Senior Manager, Credential Operations, you will lead experienced operational leaders and individual contributors, use data to improve quality and efficiency, and partner across Enrollment and College Leadership to strengthen the credential evaluation experience. This role requires a leader who understands the intersection of higher education transfer credit, technology, data, and large-scale operations. Success requires deep knowledge of Salesforce and Banner, strong judgment in ambiguous situations, and the ability to make sound decisions independently while maintaining high standards for accuracy and throughput. What You'll Do Lead strategic priorities for Credential Evaluation, translating Enrollment Department goals into operational plans, measurable outcomes, and team priorities. Provide leadership and development to experienced supervisors, managers, and individual contributors, with a strong focus on outcomes and continuous improvement. Use data and operational insights to identify and eliminate bottlenecks, improve the student and staff experience, and increase operational quality and efficiency. Partner with Enrollment Leaders and College Leadership on product release roadmaps, aligning implementation timelines with technical and operational capacity. Partner with the Learning & Organizational Quality Team to design and implement training and quality programs across the Enrollment Department. Monitor employee survey scores and regularly report on operational health, risks, performance, and opportunities for improvement. Represent Credential Evaluation priorities and initiatives, advise leadership on operating procedures, policies, and best practices, and oversee department outage protocols and impact reporting. What You'll Bring Bachelor’s degree in a related field. 5 or more years of experience directly related to leading operations and teams. Deep understanding of both Salesforce and Banner , including the ability to apply that knowledge within a large-scale op