Voice of Student Program Manager

About the role

The role is dedicated to expanding access to higher education through online, competency-based degree programs. The position is part of a team committed to improving the student experience and fostering a diverse and inclusive workplace.

Primary Responsibilities

• Defines and manages the classification of inner-loop and closed-loop case types, ensuring clear categorization and routing.
• Establishes and maintains service level expectations (SLAs) for response and resolution times by case type, ensuring accountability across participating departments.
• Promotes the integration of Voice of Student (VoS) awareness and empathy-building into training and feedback routines.
• Supports teams in interpreting VoS data and connecting insights to functional decisions.
• Maintains the institutional Voice of Student Framework, ensuring all feedback sources align with 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.
• Develops and leads internal campaigns 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 the 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.
• Develops and maintains dashboards and progress reports showing closed-loop actions, themes, and outcomes.
• Documents lessons learned and promotes transparency through "You Said, We Did" updates.

Qualifications

• Skilled in program and project management, 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).

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Able to lift to 15 pounds at times.
• Able to travel as required.

Additional Information

• This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.