Senior Manager, Continuous Improvement

Responsibilities

• Lead initiatives to expand self-service capabilities and improve service delivery through technology and automation.
• Drive service automation and AI integration to streamline workflows and reduce manual effort.
• Oversee service platform optimization to ensure enterprise technologies meet operational needs.
• Partner with service leaders and university stakeholders to identify and implement technology-enabled solutions.
• Establish operational standards, performance metrics, and practices to support service transformation.
• Provide leadership and direction for teams focused on service modernization and innovation.
• Use operational data and performance insights to guide strategic improvements and scalability.

Requirements

• Bachelor's degree in IT, business, or a related field (equivalent experience may be considered).
• 7+ years of progressive experience in service operations, digital transformation, or service platform management.
• 5+ years of leadership experience managing technology initiatives or service improvement programs.
• Proven experience implementing enterprise service platforms, automation solutions, or digital service capabilities.
• Experience supporting enterprise technology environments.

Preferred Qualifications

• Master's degree or MBA in a related field.
• Experience optimizing enterprise service platforms such as ServiceNow or Genesys.
• Experience leading AI, self-service, or service automation initiatives.
• Experience in higher education environments or supporting enterprise service organizations.
• ITIL certification.

Benefits

• Medical, dental, vision, telehealth, and mental healthcare.
• Health savings account (HSA) and flexible spending account (FSA).
• Retirement savings plan and life insurance.
• Flexible paid time off (PTO) and flexible paid sick time.
• 11 paid holidays and up to 12 weeks of parental leave.
• Discounted WGU tuition and wellbeing programs.

About the Company

Western Governors University (WGU) is a leading accredited online university dedicated to expanding access to higher education through innovative, competency-based degree programs. Founded by a coalition of U.S. governors, WGU has pioneered a modern way to learn that serves a diverse workforce of student-focused professionals.