Manager, Course Maintenance

Western Governors University•Salt Lake, UT

3d•Hybrid

About The Position

The Manager of Course Maintenance will lead and develop 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 positively influence WGU student success and satisfaction. The individual will collaborate heavily with product owners to verify issues and execute changes accordingly, ensuring that industry standards and processes are applied by team members in a timely way and are aligned with departmental goals and objectives. The manager will provide regular reports on feedback submissions and error trends to product and department stakeholders. WGU is driven by a mission to expand access to higher education through online, competency-based degree programs and is committed to being a great place to work for a diverse workforce of student-focused professionals.

Requirements

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
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

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