Voice of Student Program Manager

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: Professional 308

Pay Range: $73,000.00 - $109,400.00

Job Description

• 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.
• Develops and maintains dashboards and progress reports showing closed-loop actions, themes, and outcomes.
• Documents lessons learned and promotes transparency through “You Said, We Did” updates.
• Performs other related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.  The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

• Skilled in Program and project management
• Skilled in SLA tracking, process documentation, data visualization, stakeholder facilitation, and continuous improvement.

• 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 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.