Student Records Operations Lead — Data-Driven Coach

Western Governors University; United States; On-site; USD 70,000 - 116,000; Full time

Benefits offered by this job

Bonuses

Medical, dental, vision

Retirement plan

Flexible PTO

Parental leave

Job summary

Western Governors University seeks a Supervisor, Student Records to lead a high-performing team, ensuring accurate, timely service for students. You will oversee scheduling, training, coaching, and performance, while partnering with Records leadership on goals and special projects.

You will drive process improvements by analyzing data, manage workflow, and ensure policy compliance across departments. This is a full-time, in-office role based in Salt Lake City.

Qualifications

• Bachelor's degree required or equivalent experience.
• 3+ years of leadership experience in a contact center or fast-paced environment.
• Proven ability to coach, develop, and motivate team members.
• Strong analytical skills with the ability to present data to stakeholders.
• Excellent communication and collaboration across functions.

Responsibilities

• Lead daily operations for the Student Records team, ensuring SLAs and quality standards are met.
• Manage team performance through coaching, feedback, training, and development initiatives.
• Oversee workflow distribution, queue management, and resource alignment.
• Partner across teams as a subject matter expert on Student Records processes.
• Identify trends in data to inform process improvements and business decisions.
• Support and lead special projects to improve systems and student outcomes.
• Ensure compliance with institutional policies.

Skills

Team leadership

Data analysis

Communication

Cross-functional collaboration

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Job description

Western Governors University seeks a Supervisor, Student Records to lead a high-performing team, ensuring accurate, timely service for students. You will oversee scheduling, training, coaching, and performance, while partnering with Records leadership on goals and special projects.

You will drive process improvements by analyzing data, manage workflow, and ensure policy compliance across departments. This is a full-time, in-office role based in Salt Lake City.