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
At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.
Interview Steps
Introductory call (30 minutes)
Hiring manager interview (45 minutes)
Presentation (1 hour)
Final interview (30 minutes)
#LI-FP1
Position & Application Details
Requirements
Bachelor's degree.
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)
Bonus Points
Experience in higher education, partnership programs, or B2B sales operations
Certifications such as PMP, Scrum, Salesforce Admin, or Lean Six Sigma
Work Location
This is a full-time, in-office position at WGU's office in Salt Lake City, Utah.
Benefits
Health insuranceDental insuranceVision insuranceFlexible schedulePerformance bonus
Additional Information
If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Grade: Management_Executive 608
Pay Range: $101,000.00 - $181,800.00
Job Description
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.
Wgu · Salt Lake City, UT