Senior Manager, Credential Operations

Western Governors University; Salt Lake City (UT); On-site; USD 88,000 - 145,000; Full time

Benefits offered by this job

Bonuses

Tuition discount

Flexible PTO

Parental leave

Job summary

Western Governors University is hiring a Senior Manager, Credential Operations to lead the Credential Evaluation function and drive the enrollment experience for students and staff. The role coordinates with Enrollment, Admissions, Marketing, Faculty, and Financial Aid to scale operations with accuracy and throughput.

Ideal candidates will have 5+ years of leading operations, deep knowledge of Salesforce and Banner, and experience applying transfer credit logic in higher education.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years in leading operations and teams.
• Deep knowledge of Salesforce and Banner.
• Experience in large-scale high-volume environments.

Responsibilities

• Lead strategic priorities for Credential Evaluation and translate goals into plans.
• Provide leadership and development to supervisors and staff.
• Use data to identify bottlenecks and improve quality and efficiency.
• Partner with Enrollment Leaders on roadmaps and capacity planning.

Skills

Leadership

Data-driven decisions

Salesforce

Banner

Process improvement

Analytical thinking

Education

Bachelor’s degree in related field

Master’s degree preferred

Tools

Salesforce

Banner

Tableau

OnBase

Cognos

Job description

Job Description

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: Management_Executive 606 Pay Range: $87,600.00 - $144,700.00

The Senior Manager, Credential Operations is responsible for executing strategic priorities and driving the operational quality of the enrollment experience for students and staff. This position will lead an Operations Team including leaders of general operations, contact strategy and vendor support, business process improvement, and workforce management. This position will work with leaders at all levels across the student lifecycle including Enrollment, Admissions, Marketing, Faculty, Student Support, Financial Aid, and Education Technology. Help shape a high-performing Credential Evaluation operation that supports students at scale. As Senior Manager, Credential Operations, you will lead experienced operational leaders and individual contributors, use data to improve quality and efficiency, and partner across Enrollment and College Leadership to strengthen the credential evaluation experience. This role requires a leader who understands the intersection of higher education transfer credit, technology, data, and large-scale operations. Success requires deep knowledge of Salesforce and Banner, strong judgment in ambiguous situations, and the ability to make sound decisions independently while maintaining high standards for accuracy and throughput.

What You'll Do

Lead strategic priorities for Credential Evaluation, translating Enrollment Department goals into operational plans, measurable outcomes, and team priorities. Provide leadership and development to experienced supervisors, managers, and individual contributors, with a strong focus on outcomes and continuous improvement. Use data and operational insights to identify and eliminate bottlenecks, improve the student and staff experience, and increase operational quality and efficiency. Partner with Enrollment Leaders and College Leadership on product release roadmaps, aligning implementation timelines with technical and operational capacity. Partner with the Learning & Organizational Quality Team to design and implement training and quality programs across the Enrollment Department. Monitor employee survey scores and regularly report on operational health, risks, performance, and opportunities for improvement. Represent Credential Evaluation priorities and initiatives, advise leadership on operating procedures, policies, and best practices, and oversee department outage protocols and impact reporting.

What You'll Bring

Bachelor’s degree in a related field. 5 or more years of experience directly related to leading operations and teams. Deep understanding of both Salesforce and Banner, including the ability to apply that knowledge within a large-scale operational environment. Strong knowledge of how transfer credit equivalencies are applied in higher education. Demonstrated ability to operate successfully in a high-volume, large-scale environment while maintaining performance and accuracy expectations at significant throughput levels. Demonstrated critical thinking and sound judgment, including the ability to make decisions when information is incomplete or outcomes are uncertain. A clear and repeatable decision-making framework, with the ability to work independently without requiring constant leadership involvement. Advanced computer skills including experience with MS Office Suite with emphasis on SalesForce, Excel, Tableau, OnBase, Smart Panda, Excel, Cognos, etc. Experience in Lieu of Education An equivalent combination of training, experience, credentials, or accomplishments demonstrating the ability to perform the essential functions of this job may substitute for education degree requirements. Bonus Points Preferred experience leading large teams and experience supporting or leading functions involving Salesforce teams, data analytics, project management, training and quality operations, or articulation programs. Preferred Master’s Degree and strong experience with distance education and distance learning students. Product management certifications, Salesforce Administrator or similar Salesforce certifications, or experience with evaluation or credentialing-related systems.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration. We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. Introductory call Hiring manager panel interview Senior Manager interview Bar Raiser interview

Work Location

This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel Requirement

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): 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.

Additional Information Disclaimer

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations

Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

In 1997, a coalition of 19 U.S. governors founded Western Governors University with a singular vision: to make higher education more accessible by offering full degree programs online. Starting small, we quickly expanded. Today, we’re one of the largest accredited online universities in the U.S.