Voice of Student Program Manager

Join to apply for the Voice of Student Program Manager role at Western Governors University
. 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.

Salary Range
Grade:
Professional 308
Pay Range: $73,000.00 – $

The following describes a selection of the role’s core responsibilities. This description is not a comprehensive inventory of all required responsibilities or work activities, and may change at any time.

• 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.
• Documents lessons learned and promotes transparency through “You Said, We Did” updates.
• Performs other related duties as assigned.

• 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).

• 7 years of professional experience, including 3 years in customer experience (CX), Voice of the Customer (VoC), higher education operations, or program management.

• Master’s preferred (MBA, M.Ed., or similar).

• Prolonged periods of sitting at a…