Manager, Course Maintenance

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 604

Pay Range: $67,900.00 - $112,100.00

Job Description

The Manager of Course Maintenance will lead and develop a team within WGU’s Program Development department to manage WGU product feedback and execute timely content updates to active WGU products to positively influence WGU student success and satisfaction. This individual will collaborate heavily with product owners to verify issues and execute changes accordingly, ensuring that industry standards and processes are applied by team members in a timely way and are aligned with departmental goals and objectives. The manager will provide regular reports on feedback submissions and error trends to product and department stakeholders

 

Location: This position will be located in our Salt Lake City, UT office, 4 days a week, with 1 day remote.

Essential Functions and Responsibilities:

• Manages a team of professionals in monitoring, categorizing, and acting upon WGU product feedback
• Manages a team in meeting service level agreements, ticket goals, and other team efforts
• Understands and maintains the Program Development maintenance process to effectively research issues within delivery and storage systems
• Oversees the updating, maintenance, and troubleshooting of course content by coordinating with internal and external stakeholders or in response to program feedback
• Manages the team in providing effective, friendly, and timely customer support, maintaining the integrity and confidentiality of proprietary information
• Manages team project tasks and timelines, and communicates with stakeholders in a  timely manner regarding team project status and deliverables
• Monitors and reports course maintenance team capacity status, including risks, issues affecting maintenance schedules, and milestone achievements
• Uses quantitative and qualitative data to identify trends in feedback issues and recommends quality improvements and resolutions to management
• Implements strategic initiatives to support projected Program Development growth
• Ensures overall quality, consistency, and functionality of all work by team members to ensure a high level of performance and engagement of all team members
• Provides measurable feedback to direct reports and coaching to improve performance
• Works with cross-functional teams to ensure collaboration among team members
• Holds direct reports accountable to performance metrics
• Performs other related duties as assigned. 

Knowledge, Skill, and Abilities:

• Ability to work effectively in a highly matrixed organization
• Ability to organize, coordinate, and direct teamwork and results
• Ability to collaborate and be part of a dynamic team with excellence, integrity, and respect, including managing remote and on-site teams
• Ability to build relationships and influence at all levels
• Ability to coach and develop direct reports
• Ability to be an agent of change in a rapidly changing environment
• Ability to apply new, innovative thinking to new problems
• Proven ability to analyze data to identify trends and recommend innovative process improvement
• Excellent organizational and project management skills, including the ability to effectively handle multiple tasks and pay attention to detail
• Sound judgment and decision-making skills
• Proven ability to navigate and effectively utilize customer management systems

Competencies: 

Problem-Solving Skills:

Investigates appropriate resources and involves partners when appropriate; future-oriented; assesses what will help/hinder achieving goals; focuses on what is important.

Interpersonal Skills:

Deals with others in a considerate, respectful, and unbiased manner; approaches conflict proactively; solicits and shares feedback openly; listens with empathy and maintains composure.

Influences Others and Communicates Effectively: 

Communicates to improve and promote teamwork, decision making, and problem solving.  Listens and responds effectively to the reactions and positions of others and encourages the expression of diverse ideas and opinions.  Adjusts message and style to fit the audience.  Provides timely and helpful feedback.  Communicates appropriately to win support with all audiences.

Collaborates: 

Works cooperatively with others across the organization to achieve shared objectives.  Represents one's own interests while being fair to others and their areas.  Partners with others to get work done. Credits others for their contributions and accomplishments. Gains buy-in, trust, and support of others.

Manages Ambiguity: 

Deals comfortably with the uncertainty of change.  Effectively handles risk.  Can decide to act without the total picture.  Is calm and productive, even when things are up in the air.  Deals constructively with problems that do not have clear solutions or outcomes.

Being Resilient:

Is confident under pressure.  Handles and manages crises effectively.  Maintains a positive attitude despite adversity.  Bounces back from obstacles and setbacks.  Grows from hardships and negative experiences.

Drives for Results: Has a strong outcomes-based orientation.  Persists in accomplishing objectives despite obstacles and setbacks.  Has a track record of successfully achieving goals.  Pushes self and helps others achieve results.  Has a continuous improvement mindset.

Builds Effective Teams:  

Forms teams with appropriate and diverse mixes of styles, perspectives, and experience.  Establishes common objectives and a shared mindset.  Creates a feeling of belonging and strong team morale.  Shares wins and rewards team efforts.  Fosters open dialogue and collaboration among the team.  Creates a team that works well cross-functionally.

Organizational Learning: Learns quickly in new situations.  Experiments to find new solutions.  Takes on challenges of unfamiliar tasks.  Extracts lessons learned from failures and mistakes.  Expands knowledge base through ongoing curiosity.

Job Qualifications:

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Management, or a similar field
• 4 years of professional experience
• 2 years of experience in customer support
• 1+ years leading and managing people, teams, or projects

Preferred Qualifications:

• Master’s degree in Business Administration, Management, or a similar field
• Knowledge of customer management systems, Salesforce experience
• Understanding of higher education, WGU, and program development
• Experience in data visualization systems, such as Power Bi or Tableau

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

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Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is 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 will need to be submitted online. Internal WGU employees will need to 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.