Senior Manager, Partner Experience Operations

Responsibilities

• 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 with Sales, Enablement, CRM, and Student Services to align operations and support strategic initiatives

Requirements

• Bachelor's degree
• 5+ years of experience in sales operations, B2B sales, customer success operations, or higher education operations
• 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)

Preferred Qualifications

• Experience in higher education, partnership programs, or B2B sales operations
• Professional certifications such as PMP, Scrum, Salesforce Admin, or Lean Six Sigma

Benefits

• Medical, dental, vision, telehealth, and mental healthcare
• Health savings account (HSA) and flexible spending account (FSA)
• Retirement savings plan
• Wellbeing program and discounted WGU tuition
• Flexible paid time off and flexible paid sick time
• 11 paid holidays and up to 12 weeks of parental leave

About the Company

Western Governors University (WGU) is a leading accredited online university dedicated to expanding access to higher education through online, competency-based degree programs. Founded by a coalition of U.S. governors, WGU pioneers innovative ways to learn in the 21st century, helping students graduate and create better futures for themselves and their families.