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 607Pay Range: $95,300.00 - $157,300.00The Senior Manager of Continuous Improvement provides leadership for initiatives that modernize and improve service delivery through technology, automation, and process innovation. Responsible for driving service platform optimization, expanding self-service capabilities, and implementing automation and artificial intelligence to enhance service efficiency and experience. Works closely with service operations leaders and technology partners to implement scalable service solutions that improve operational performance and enable more effective support experiences for students, employees, and internal stakeholders.
Responsibilities
Lead initiatives that expand and improve self-service capabilities, enabling users to resolve common requests and issues without agent assistance.
Drive service automation initiatives that streamline service workflows and reduce manual effort across support processes.
Oversee service platform optimization initiatives to ensure enterprise service technologies effectively support operational and service delivery needs.
Partner with service leaders to identify service improvement opportunities and implement technology-enabled solutions.
Lead initiatives that incorporate artificial intelligence and automation capabilities to improve service efficiency and support experiences.
Provide leadership and direction for teams responsible for advancing service modernization and innovation initiatives.
Establish operational standards, performance metrics, and practices that support effective service transformation initiatives.
Lead planning and prioritization of initiatives that improve service delivery through technology and process improvement.
Promote a culture of accountability, collaboration, and continuous improvement across service teams.
Partner with university stakeholders and service leaders to align transformation initiatives with operational priorities.
Use operational data and performance insights to guide strategic service improvements and modernization efforts.
Lead initiatives that improve service efficiency, scalability, and user experience.
Foster proactive communication, transparency, and collaboration across teams.
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.
Knowledge, Skills, and Abilities
Strong leadership and team development capabilities
Strong understanding of service platform capabilities, automation technologies, and digital service delivery
Ability to translate operational challenges into technology-enabled service improvements
Strong analytical and problem-solving skills
Excellent communication and stakeholder engagement abilities
Ability to lead cross-functional service transformation initiatives
Education
Bachelor’s degree in information technology, business, or a related field
Experience
7+ years of progressive experience in service operations, digital transformation, or service platform management
5+ years of leadership experience managing technology initiatives or service improvement programs
Experience implementing enterprise service platforms, automation solutions, or digital service capabilities
Experience supporting enterprise technology environments
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 a related field or an MBA
Experience implementing or optimizing enterprise service platforms such as ServiceNow or Genesys
Experience leading service automation, AI, or self-service initiatives
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 company summits (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 support business requirements
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.
