Senior Manager, Service Enablement

Western Governors University • Salt Lake, UT

4d • Remote

About The Position

The Senior Manager of Service Enablement provides leadership for the operational capabilities that support effective service delivery across frontline support teams. Oversees workforce management, training, quality assurance, reporting, and knowledge management functions that enable consistent, scalable, and high-quality support experiences. This role works closely with other service operations leaders to ensure service teams are properly equipped, trained, and supported to meet service demand and deliver high-quality service experiences.

Requirements

• Bachelor’s degree in business, operations management, or a related field
• Seven years of progressive experience in service operations, workforce management, or operational support functions
• Five years of leadership experience managing operational teams or service programs
• Experience supporting high-volume service environment
• Experience using workforce management or operational reporting tools
• Strong leadership and team development capabilities
• Strong understanding of workforce management, quality assurance, and service performance practices
• Ability to analyze operational data and translate insights into service improvements
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder engagement abilities
• Ability to lead operational improvement initiatives across multiple service teams

Nice To Haves

• Master’s degree in a related field or an MBA
• Prior experience implementing workforce management, quality assurance, or knowledge management programs
• Prior experience supporting enterprise service organizations or higher education environments
• ITIL certification

Responsibilities

• Lead workforce management functions including service demand forecasting, staffing models, scheduling practices, and service capacity planning.
• Oversee training and onboarding programs that prepare frontline teams to deliver consistent and effective service experiences.
• Establish quality assurance programs that evaluate service interactions and promote service excellence across support teams.
• Manage operational reporting and analytics that support service performance monitoring and operational improvement initiatives.
• Lead knowledge management practices that ensure accurate, accessible, and well-maintained documentation for frontline teams.
• Provide leadership and direction for teams responsible for enabling high-quality service delivery across frontline support functions.
• Establish operational standards, performance metrics, and practices that support consistent service delivery across the organization.
• Lead operational planning and resource management to ensure enablement functions effectively support service demand.
• Promote a culture of accountability, collaboration, and continuous improvement across service teams.
• Partner with university stakeholders and service leaders to align enablement capabilities with operational needs.
• Use operational data and performance insights to guide strategic service improvements and operational decision-making.
• Lead initiatives that improve operational efficiency and service effectiveness.
• Foster proactive communication, transparency, and collaboration across teams.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager