Manager, Course Maintenance

Western Governors University•Salt Lake City, UT

1d•$67,900 - $112,100•Hybrid

About The Position

WGU is dedicated to expanding access to higher education through online, competency-based degree programs and is committed to being a great place to work for a diverse workforce. The university has pioneered a new learning approach that has garnered praise from various leaders. Working for WGU means contributing to student success and a better future for individuals and their families. The Manager of Course Maintenance will lead a team within WGU’s Program Development department. This role involves managing WGU product feedback and executing timely content updates to active WGU products to enhance student success and satisfaction. The manager will collaborate closely with product owners to verify issues and implement changes, ensuring that industry standards and processes are applied by team members in alignment with departmental goals. Regular reports on feedback submissions and error trends will be provided to product and department stakeholders.

Requirements

Bachelor’s degree in Business Administration, Management, or a similar field
4 years of professional experience
2 years of experience in customer support
1+ years leading and managing people, teams, or projects
Ability to work effectively in a highly matrixed organization
Ability to organize, coordinate, and direct teamwork and results
Ability to collaborate and be part of a dynamic team with excellence, integrity, and respect, including managing remote and on-site teams
Ability to build relationships and influence at all levels
Ability to coach and develop direct reports
Ability to be an agent of change in a rapidly changing environment
Ability to apply new, innovative thinking to new problems
Proven ability to analyze data to identify trends and recommend innovative process improvement
Excellent organizational and project management skills, including the ability to effectively handle multiple tasks and pay attention to detail
Sound judgment and decision-making skills
Proven ability to navigate and effectively utilize customer management systems
Problem-Solving Skills: Investigates appropriate resources and involves partners when appropriate; future-oriented; assesses what will help/hinder achieving goals; focuses on what is important.
Interpersonal Skills: Deals with others in a considerate, respectful, and unbiased manner; approaches conflict proactively; solicits and shares feedback openly; listens with empathy and maintains composure.
Influences Others and Communicates Effectively: Communicates to improve and promote teamwork, decision making, and problem solving. Listens and responds effectively to the reactions and positions of others and encourages the expression of diverse ideas and opinions. Adjusts message and style to fit the audience. Provides timely and helpful feedback. Communicates appropriately to win support with all audiences.
Collaborates: Works cooperatively with others across the organization to achieve shared objectives. Represents one's own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains buy-in, trust, and support of others.
Manages Ambiguity: Deals comfortably with the uncertainty of change. Effectively handles risk. Can decide to act without the total picture. Is calm and productive, even when things are up in the air. Deals constructively with problems that do not have clear solutions or outcomes.
Being Resilient: Is confident under pressure. Handles and manages crises effectively. Maintains a positive attitude despite adversity. Bounces back from obstacles and setbacks. Grows from hardships and negative experiences.
Drives for Results: Has a strong outcomes-based orientation. Persists in accomplishing objectives despite obstacles and setbacks. Has a track record of successfully achieving goals. Pushes self and helps others achieve results. Has a continuous improvement mindset.
Builds Effective Teams: Forms teams with appropriate and diverse mixes of styles, perspectives, and experience. Establishes common objectives and a shared mindset. Creates a feeling of belonging and strong team morale. Shares wins and rewards team efforts. Fosters open dialogue and collaboration among the team. Creates a team that works well cross-functionally.
Organizational Learning: Learns quickly in new situations. Experiments to find new solutions. Takes on challenges of unfamiliar tasks. Extracts lessons learned from failures and mistakes. Expands knowledge base through ongoing curiosity.

Nice To Haves

Master’s degree in Business Administration, Management, or a similar field
Knowledge of customer management systems, Salesforce experience
Understanding of higher education, WGU, and program development
Experience in data visualization systems, such as Power Bi or Tableau

Responsibilities

Manages a team of professionals in monitoring, categorizing, and acting upon WGU product feedback
Manages a team in meeting service level agreements, ticket goals, and other team efforts
Understands and maintains the Program Development maintenance process to effectively research issues within delivery and storage systems
Oversees the updating, maintenance, and troubleshooting of course content by coordinating with internal and external stakeholders or in response to program feedback
Manages the team in providing effective, friendly, and timely customer support, maintaining the integrity and confidentiality of proprietary information
Manages team project tasks and timelines, and communicates with stakeholders in a timely manner regarding team project status and deliverables
Monitors and reports course maintenance team capacity status, including risks, issues affecting maintenance schedules, and milestone achievements
Uses quantitative and qualitative data to identify trends in feedback issues and recommends quality improvements and resolutions to management
Implements strategic initiatives to support projected Program Development growth
Ensures overall quality, consistency, and functionality of all work by team members to ensure a high level of performance and engagement of all team members
Provides measurable feedback to direct reports and coaching to improve performance
Works with cross-functional teams to ensure collaboration among team members
Holds direct reports accountable to performance metrics
Performs other related duties as assigned.