Senior Manager, Service Enablement

Responsibilities

• Lead workforce management functions including demand forecasting, staffing models, and capacity planning
• Oversee training and onboarding programs to ensure frontline teams deliver consistent service
• Establish quality assurance programs to evaluate service interactions and promote excellence
• Manage operational reporting and analytics to monitor performance and drive improvement initiatives
• Lead knowledge management practices to maintain accurate and accessible documentation
• Partner with university stakeholders to align enablement capabilities with operational needs
• Drive operational efficiency and continuous improvement across multiple service teams

Requirements

• Bachelor's degree in business, operations management, or a related field (or equivalent relevant experience)
• 7 years of progressive experience in service operations, workforce management, or operational support
• 5 years of leadership experience managing operational teams or service programs
• Experience working within high-volume service environments
• Proficiency with workforce management or operational reporting tools

Preferred Qualifications

• Master's degree in a related field or an MBA
• Prior experience implementing workforce management, quality assurance, or knowledge management programs
• Experience supporting enterprise service organizations or higher education environments
• ITIL certification

Benefits

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

About the Company

Western Governors University (WGU) is a leading accredited online university founded to make higher education more accessible through online, competency-based degree programs. WGU is committed to being a great place to work for a diverse workforce of student-focused professionals.