Manager, Proctoring Operations

Western Governors University•Salt Lake, UT

About The Position

The Manager of Proctoring Operations manages WGU’s internal online proctoring program and supports scalable, effective proctoring operations for online and in-person testing. The role aligns proctoring resources with student testing demand, provides timely support, and protects assessment integrity and security through consistent application of proctoring standards, procedures, and university requirements. The Manager evaluates and monitors approved in-person testing sites, establishes and maintains operating procedures, analyzes operational and service metrics, addresses operational issues, and recommends and implements process improvements. The role leads proctoring staff and coordinates with internal partners, external testing sites, and service providers. This full-time regular position is classified for 40 standard weekly hours, is eligible for bonuses, and requires occasional travel of up to 20%. The stated salary range is $78,200 to $129,000.

Requirements

Bachelor’s degree in business, operations, education, management, technology, or a related field from an accredited institution, or equivalent relevant experience performing the job’s essential functions.
Five years of related experience in testing or assessment delivery, service operations, customer service, contact center operations, compliance, or a comparable environment.
Experience leading on-site and remote employees, including responsibility for staffing, coaching, performance management, and employee development.
Experience creating staff schedules based on workload or service demand.
Experience developing and maintaining operating processes and procedures.
Experience analyzing operational metrics and using results to recommend service or process improvements.
Knowledge of staff scheduling, workload management, and service operations.
Knowledge of testing security, quality monitoring, incident resolution, and process improvement practices.
Skill in using scheduling, reporting, incident management, collaboration, and testing technologies.
Ability to lead, coach, and develop on-site and remote employees; establish clear expectations; and maintain accountability for performance and service standards.
Ability to create and document operating processes, procedures, and best practices.
Ability to interpret and consistently apply established policies, procedures, standards, and controls.
Ability to analyze operational metrics, identify trends, and recommend practical improvements.
Ability to make timely decisions during service disruptions, high-demand periods, and student-impacting issues.
Ability to balance student support with testing security and assessment integrity.
Ability to communicate clearly with employees, students, leaders, internal partners, external testing sites, and service providers.
Ability to manage competing priorities in an operation with changing demand.
Ability to handle sensitive information with discretion and sound judgment.
Occasional travel of up to 20%, including required attendance at designated company summits, typically one to two per year; additional business travel may be assigned as needed.

Nice To Haves

Experience leading online proctoring, testing center operations, assessment delivery, higher education, credentialing, regulated operations, or another security-sensitive service environment.
Experience evaluating or overseeing physical testing locations.
Experience helping establish, restructure, or transition an operational program.
Experience implementing or transitioning technology-supported services or processes.
Experience with scheduling systems, remote proctoring platforms, quality monitoring tools, and operational dashboards.
Process improvement, project management, or related training or certification.

Responsibilities

Manage daily proctoring operations across online and in-person testing environments.
Manage, coach, and develop proctors, including hiring, onboarding, training, goal setting, performance management, employee engagement, and succession planning.
Plan staffing and schedules to meet testing demand and service requirements; monitor workload, productivity, service levels, and quality; address performance or coverage concerns.
Develop, document, and maintain operating processes, procedures, service standards, and escalation guidelines.
Promote consistent proctoring practices that support students and protect assessment integrity.
Monitor student service issues and testing disruptions, and coordinate timely resolution, communication, and follow-up.
Ensure proctoring activities adhere to university policies, procedures, security standards, and testing requirements.
Evaluate, approve, document, and monitor physical testing sites against security, accessibility, technology, service, and operational requirements; coordinate periodic reviews and address or escalate concerns.
Analyze operational metrics such as testing demand, staffing coverage, service levels, quality, and student experience; prepare performance reports and recommend improvements to service, quality, consistency, and efficiency.
Guide implementation or transition of proctoring systems, tools, processes, and testing options.
Work with internal partners, external testing sites, and service providers to resolve issues and support testing services.
Identify operational, compliance, security, and service risks; address issues and escalate concerns when necessary.
Manage assigned resources and provide information to support budget planning.
Perform other related duties as assigned.