Senior Manager, Partner Experience Operations
About The Position
At Western Governors University, we’re on a mission to change lives for the better by creating pathways to opportunity. As we continue to expand our Strategic Partnerships, we’re looking for a thoughtful and operationally driven leader to help us scale how we support our partners and internal teams. The Role: Senior Manager, Partner Experience Operations The Senior Manager, Partner Experience Operations will lead the strategy and execution of support operations for our Strategic Partnerships team. This role plays a key leadership function in building a scalable, partner-centric support model—ensuring that support is structured, measurable, and continuously improving through automation, standardization, and strong governance. You’ll lead a team, refine workflows, improve service delivery, and partner cross-functionally to elevate both partner and internal stakeholder experience.
Requirements
- Bachelor’s degree.
- 5+ years of experience in sales operations, B2B sales, customer success operations, or higher education operations with a customer or partner-facing component.
- 3+ years of experience leading and managing teams.
- Experience managing support workflows, ticket queues, and SLA-driven processes
- Hands-on experience with Salesforce CRM and data visualization tools (e.g., Tableau)
Nice To Haves
- Experience in higher education, partnership programs, or B2B sales operations
- Certifications such as PMP, Scrum, Salesforce Admin, or Lean Six Sigma
Responsibilities
- Lead and evolve the partner support operating model, including intake, triage, routing, and resolution of support requests
- Manage and develop a team of support specialists and analysts, driving performance, accountability, and professional growth
- Improve ticketing systems, SLAs, and workflows to increase efficiency, visibility, and resolution speed
- Expand self-service tools, documentation, and training resources to reduce manual support and improve scalability
- Partner cross-functionally (Sales, Enablement, CRM, Student Services, etc.) to align operations, resolve issues, and support strategic initiatives
Benefits
- 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
- 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
- other paid leaves, including up to 12 weeks of parental leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
