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 - $

Responsible for implementing and maintaining the systems, processes, and culture that ensure student perspectives are integrated into WGU's decision-making and continuous improvement.
This role turns strategy into daily practice-operating the closed-loop system, embedding student feedback into routines across functional areas, and cultivating a mindset where every employee connects their work to the student experience.

WGU is seeking a Voice of Student (VoS) Program Manager to help transform student feedback into measurable improvements across the university. This role sits at the intersection of student experience, program management, analytics, and cross-functional collaboration
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You will drive the operational backbone of WGU's Voice of Student practice-ensuring that student feedback is collected, analyzed, prioritized, and acted upon in ways that improve outcomes and experiences. You'll work closely with academic units, operations teams, analytics partners, and senior leaders to ensure that student voices lead to real change, not just reports.

This is a highly visible role for someone who enjoys building systems, coordinating across complex organizations, and using data and insight to drive improvement.

• Own and evolve WGU's Voice of Student framework, ensuring feedback from multiple sources aligns to key moments in the student journey.
• Lead closed-loop and inner-loop feedback processes that connect student input to action, resolution, and learning.
• Define feedback case types, ownership models, escalation paths, and service-level expectations in partnership with functional leaders.
• Serve as the operational lead connecting VoS leadership, consultants, analytics partners, and campus stakeholders.

• Partner with academic, student support, and operations teams to interpret student feedback and translate insights into actionable improvements.
• Identify systemic issues, recurring themes, and experience gaps using qualitative and quantitative data.
• Track outcomes and ensure transparency through dashboards, reporting, and "You Said, We Did" communications.
• Monitor adoption, accountability, and impact to ensure VoS remains action-oriented-not performative.

• Plan, coordinate, and manage cross-functional initiatives tied to student experience improvement.
• Establish governance routines, review cycles, and documentation that support consistency and accountability.
• Act as a liaison and facilitator across departments with differing priorities, workflows, and data maturity levels.

• Collaborate with BI and Analytics teams to design reporting that highlights student impact and drives decision-making.
• Analyze survey results and unstructured student feedback (comments, cases, text responses) to surface trends and insights.
• Use or learn tools such as SQL, Python, R, dashboards, or AI-assisted analysis to support deeper understanding.
• Develop clear narratives and internal communications that bring student voices to life for stakeholders.

• Partner with Communications and Learning teams to integrate VoS principles into training, engagement, and internal campaigns.
• Facilitate workshops, lunch-and-learns, and stakeholder conversations that reinforce empathy and responsiveness to student needs.
• Support change champions and school liaisons in adopting and sustaining VoS practices.

We recognize that strong candidates may come from customer experience, higher education operations, analytics, or program management backgrounds. You…