Western Governors University
Voice of Student Program Manager
Western Governors University, Salt Lake City, Utah, United States, 84193
Join to apply for the
Voice of Student Program Manager
role at
Western Governors University . 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.
Salary Range Grade: Professional 308 Pay Range: $73,000.00 – $109,400.00
Job Description The following describes a selection of the role’s core responsibilities. This description is not a comprehensive inventory of all required responsibilities or work activities, and may change at any time.
Primary Responsibilities
Defines and manages the classification of inner‑loop and closed‑loop case types, ensuring each type of student feedback or issue is clearly categorized and routed to the appropriate functional area.
Establishes and maintains service level expectations (SLAs) for response and resolution times by case type, ensuring accountability across participating departments.
Partners with department leads to set escalation paths and resolution ownership, ensuring alignment with institutional priorities and student experience goals.
Leads the rollout and operational maintenance of the Closed‑Loop Feedback Process, ensuring feedback is connected, tracked, and resolved across departments.
Partners with the consultant to integrate Voice of Student awareness and empathy‑building into training and feedback routines.
Supports teams in interpreting VoS data and connecting insights to functional decisions.
Monitors adoption and ensures the process remains transparent, timely, and action‑oriented.
Maintains the institutional Voice of Student Framework, ensuring all feedback sources align with the key Moments of Truth in the student journey.
Manages documentation of data sources, gaps, and priorities across schools.
Collaborates with BI and Analytics to ensure meaningful reporting that reinforces the student impact mindset for functional teams.
Drives internal communication and storytelling that brings student feedback to life.
Develops and leads internal campaigns (in partnership with Communications) that highlight “how student voices shape our work.”
Facilitates discussions, lunch‑and‑learns, and team reflections that reinforce empathy, awareness, and responsiveness to student needs.
Serves as operational lead between the VoS Director, consultant, and internal stakeholders.
Supports change champions and school liaisons in adopting VoS principles.
Ensures consistent governance and accountability through routine reporting and review cycles.
Tracks and reports on service level performance (response and resolution rates) for all closed‑loop case categories.
Develops and maintains accountability dashboards showing SLA compliance, resolution quality, and feedback‑to‑action outcomes.
Identifies systemic barriers or repeat issues through data analysis and partners with business units to address them.
Documents lessons learned and promotes transparency through “You Said, We Did” updates.
Performs other related duties as assigned.
Qualifications Knowledge, Skills, and Abilities
Skilled in program and project management.
Skilled in SLA tracking, process documentation, data visualization, stakeholder facilitation, and continuous improvement.
Education
Bachelor’s degree required (Business, Education, Communications, or Data Analytics).
Experience
7 years of professional experience, including 3 years in customer experience (CX), Voice of the Customer (VoC), higher education operations, or program management.
Preferred Qualifications
Master’s preferred (MBA, M.Ed., or similar).
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift to 15 pounds at times.
Able to travel as required.
Position & Application Details Full‑time, regular position (40 standard weekly hours) eligible for 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; and 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, and other paid leaves, including up to 12 weeks of parental leave.
How to apply: If interested, an application must be submitted online. Internal WGU employees must apply through the internal job board in Workday.
Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all‑inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
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Voice of Student Program Manager
role at
Western Governors University . 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.
Salary Range Grade: Professional 308 Pay Range: $73,000.00 – $109,400.00
Job Description The following describes a selection of the role’s core responsibilities. This description is not a comprehensive inventory of all required responsibilities or work activities, and may change at any time.
Primary Responsibilities
Defines and manages the classification of inner‑loop and closed‑loop case types, ensuring each type of student feedback or issue is clearly categorized and routed to the appropriate functional area.
Establishes and maintains service level expectations (SLAs) for response and resolution times by case type, ensuring accountability across participating departments.
Partners with department leads to set escalation paths and resolution ownership, ensuring alignment with institutional priorities and student experience goals.
Leads the rollout and operational maintenance of the Closed‑Loop Feedback Process, ensuring feedback is connected, tracked, and resolved across departments.
Partners with the consultant to integrate Voice of Student awareness and empathy‑building into training and feedback routines.
Supports teams in interpreting VoS data and connecting insights to functional decisions.
Monitors adoption and ensures the process remains transparent, timely, and action‑oriented.
Maintains the institutional Voice of Student Framework, ensuring all feedback sources align with the key Moments of Truth in the student journey.
Manages documentation of data sources, gaps, and priorities across schools.
Collaborates with BI and Analytics to ensure meaningful reporting that reinforces the student impact mindset for functional teams.
Drives internal communication and storytelling that brings student feedback to life.
Develops and leads internal campaigns (in partnership with Communications) that highlight “how student voices shape our work.”
Facilitates discussions, lunch‑and‑learns, and team reflections that reinforce empathy, awareness, and responsiveness to student needs.
Serves as operational lead between the VoS Director, consultant, and internal stakeholders.
Supports change champions and school liaisons in adopting VoS principles.
Ensures consistent governance and accountability through routine reporting and review cycles.
Tracks and reports on service level performance (response and resolution rates) for all closed‑loop case categories.
Develops and maintains accountability dashboards showing SLA compliance, resolution quality, and feedback‑to‑action outcomes.
Identifies systemic barriers or repeat issues through data analysis and partners with business units to address them.
Documents lessons learned and promotes transparency through “You Said, We Did” updates.
Performs other related duties as assigned.
Qualifications Knowledge, Skills, and Abilities
Skilled in program and project management.
Skilled in SLA tracking, process documentation, data visualization, stakeholder facilitation, and continuous improvement.
Education
Bachelor’s degree required (Business, Education, Communications, or Data Analytics).
Experience
7 years of professional experience, including 3 years in customer experience (CX), Voice of the Customer (VoC), higher education operations, or program management.
Preferred Qualifications
Master’s preferred (MBA, M.Ed., or similar).
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift to 15 pounds at times.
Able to travel as required.
Position & Application Details Full‑time, regular position (40 standard weekly hours) eligible for 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; and 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, and other paid leaves, including up to 12 weeks of parental leave.
How to apply: If interested, an application must be submitted online. Internal WGU employees must apply through the internal job board in Workday.
Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all‑inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
#J-18808-Ljbffr