Voice of Student Program Manager

Western Governors University•Salt Lake, UT

7h•$73,000 - $109,400

About The Position

WGU is seeking a Voice of Student (VoS) Program Manager to help transform student feedback into measurable improvements across the university. This role sits at the intersection of student experience, program management, analytics, and cross-functional collaboration . You will drive the operational backbone of WGU’s Voice of Student practice—ensuring that student feedback is collected, analyzed, prioritized, and acted upon in ways that improve outcomes and experiences. You’ll work closely with academic units, operations teams, analytics partners, and senior leaders to ensure that student voices lead to real change, not just reports. This is a highly visible role for someone who enjoys building systems, coordinating across complex organizations, and using data and insight to drive improvement.

Requirements

Bachelor’s degree in Business, Education, Communications, Data Analytics, or a related field.
7+ years of professional experience, including 3 or more years of experience in one or more of the following: program management, customer/student experience, higher education operations, or analytics-informed roles.
Demonstrated ability to manage complex, cross-functional initiatives and influence without direct authority.
Strong organizational, facilitation, and stakeholder communication skills.

Nice To Haves

Master’s degree (MBA, M.Ed., Data Analytics, or similar).
Experience working with service-level agreements (SLAs), process improvement, or operational performance tracking.
Customer / Student Experience (CX) Experience in CX, Voice of the Customer (VoC), or service design.
Familiarity with feedback systems, case management tools, experience metrics, and improvement frameworks.
Comfort working with data, analytics, and experimentation to drive measurable experience improvements.
Strong storytelling ability—able to translate student insights into compelling narratives that inspire action across teams and leaders.
Higher Education & Competency-Based Education Experience in higher education operations, academic administration, or student support environments.
Understanding of how complex universities—especially online or competency-based institutions—operate.
Experience leading or coordinating cross-functional initiatives in education settings.
Analytics & Data Skills Experience analyzing survey data and unstructured feedback (e.g., comments, cases, qualitative responses).
Working knowledge of SQL, Python, R, dashboards, or AI-assisted analysis tools or a strong desire to learn and apply these skills .
Ability to connect data insights to operational and strategic decisions.

Responsibilities

Lead Operations of the Voice of Student Program
Own and evolve WGU’s Voice of Student framework, ensuring feedback from multiple sources aligns to key moments in the student journey.
Lead closed-loop and inner-loop feedback processes that connect student input to action, resolution, and learning.
Define feedback case types, ownership models, escalation paths, and service-level expectations in partnership with functional leaders.
Serve as the operational lead connecting VoS leadership, consultants, analytics partners, and campus stakeholders.
Turn Feedback into Measurable Improvement
Partner with academic, student support, and operations teams to interpret student feedback and translate insights into actionable improvements.
Identify systemic issues, recurring themes, and experience gaps using qualitative and quantitative data.
Track outcomes and ensure transparency through dashboards, reporting, and “You Said, We Did” communications.
Monitor adoption, accountability, and impact to ensure VoS remains action-oriented—not performative.
Program & Project Management
Plan, coordinate, and manage cross-functional initiatives tied to student experience improvement.
Establish governance routines, review cycles, and documentation that support consistency and accountability.
Act as a liaison and facilitator across departments with differing priorities, workflows, and data maturity levels.
Analytics, Reporting, and Storytelling
Collaborate with BI and Analytics teams to design reporting that highlights student impact and drives decision-making.
Analyze survey results and unstructured student feedback (comments, cases, text responses) to surface trends and insights.
Use or learn tools such as SQL, Python, R, dashboards, or AI-assisted analysis to support deeper understanding.
Develop clear narratives and internal communications that bring student voices to life for stakeholders.
Build a Student-Centered Culture
Partner with Communications and Learning teams to integrate VoS principles into training, engagement, and internal campaigns.
Facilitate workshops, lunch-and-learns, and stakeholder conversations that reinforce empathy and responsiveness to student needs.
Support change champions and school liaisons in adopting and sustaining VoS practices.