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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 Service Enablement provides leadership for the operational capabilities that support effective service delivery across frontline support teams. Oversees workforce management, training, quality assurance, reporting, and knowledge management functions that enable consistent, scalable, and high-quality support experiences.
This role works closely with other service operations leaders to ensure service teams are properly equipped, trained, and supported to meet service demand and deliver high-quality service experiences.
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 and effective service experiences.
Establish quality assurance programs that evaluate service interactions and promote service excellence across support teams.
Manage operational reporting and analytics that support service performance monitoring and operational improvement initiatives.
Lead knowledge management practices that ensure accurate, accessible, and well-maintained documentation for frontline teams.
Provide leadership and direction for teams responsible for enabling high-quality service delivery across frontline support functions.
Establish operational standards, performance metrics, and practices that support consistent service delivery across the organization.
Lead operational planning and resource management to ensure enablement functions effectively support 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 with operational needs.
Use operational data and performance insights to guide strategic service improvements and operational decision-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 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
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 operational support 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 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
Prior experience implementing workforce management, quality assurance, or knowledge management programs
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 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.
