Voice of Student Program Manager
Job Description
The Voice of Student (VoS) Program Manager role at WGU is designed to 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.
What You’ll Do
Lead Operations of the Voice of Student Program
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.
Turn Feedback into Measurable Improvement
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.
Program & Project Management
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.
Analytics, Reporting, and Storytelling
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.
Build a Student-Centered Culture
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.
Required Qualifications
Bachelor’s degree in Business, Education, Communications, Data Analytics, or a related field.
7 years of professional experience, including 3 years experience in one or more of the following: program management, customer/student experience, higher education operations, or analytics-informed roles.
Demonstrated ability to manage complex, cross-functional initiatives and influence without direct authority.
Strong organizational, facilitation, and stakeholder communication skills.
Preferred Qualifications
Master’s degree (MBA, M.Ed., Data Analytics, or similar).
Experience working with service-level agreements (SLAs), process improvement, or operational performance tracking.