Manager, Proctoring Operations

Western Governors University•Salt Lake City, UT

2d•$78,200 - $129,000

About The Position

The Manager of Proctoring Operations manages WGU’s internal online proctoring program and supports the development of scalable, effective proctoring operations for online and in-person testing. The role aligns proctoring resources with student testing demand, provides timely support, and maintains 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 and develops proctors, plans staffing and schedules, monitors service quality, and works with internal partners, testing sites, and service providers. Occasional travel of up to 20% is required, including attendance at designated company summits, typically one to two per year.

Requirements

Bachelor’s degree in business, operations, education, management, technology, or a related field from an accredited institution; equivalent relevant experience may substitute for the degree at the hiring manager’s discretion.
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 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 the 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 expectations and accountability; create and document procedures; interpret and apply policies and controls; analyze metrics; make timely decisions during disruptions; balance student support with assessment security; communicate clearly with relevant stakeholders; manage competing priorities; and handle sensitive information with discretion.
Willingness to travel occasionally, up to 20%, including required attendance at designated company summits.

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, and address performance or coverage concerns.
Develop, document, and maintain operating processes, procedures, service standards, and escalation guidelines.
Establish and promote consistent proctoring practices that support students and protect assessment integrity.
Monitor student service issues and testing disruptions; coordinate timely resolution, communication, and follow-up.
Ensure proctoring activities comply with 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 of approved testing sites and address or escalate identified concerns.
Analyze operational metrics, prepare performance reports, and recommend changes to improve 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 or escalate concerns as necessary.
Manage assigned resources and provide information to support budget planning.
Perform other related duties as assigned.