Senior Manager, Partner Experience Operations

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:

Job Description

At Western Governors University, we're on a mission to change lives for the better by creating pathways to opportunity. As we continue to expand our Strategic Partnerships, we're looking for a thoughtful and operationally driven leader to help us scale how we support our partners and internal teams.

The Role: Senior Manager, Partner Experience Operations

The Senior Manager, Partner Experience Operations will lead the strategy and execution of support operations for our Strategic Partnerships team. This role plays a key leadership function in building a scalable, partner-centric support model-ensuring that support is structured, measurable, and continuously improving through automation, standardization, and strong governance.

You'll lead a team, refine workflows, improve service delivery, and partner cross-functionally to elevate both partner and internal stakeholder experience.

• Lead and evolve the partner support operating model, including intake, triage, routing, and resolution of support requests
• Manage and develop a team of support specialists and analysts, driving performance, accountability, and professional growth
• Improve ticketing systems, SLAs, and workflows to increase efficiency, visibility, and resolution speed
• Expand self-service tools, documentation, and training resources to reduce manual support and improve scalability
• Partner cross-functionally (Sales, Enablement, CRM, Student Services, etc.) to align operations, resolve issues, and support strategic initiatives

• Bachelor's degree.
• 5+ years of experience in sales operations, B2B sales, customer success operations, or higher education operations with a customer or partner-facing component. To help us evaluate this, send a short email to Francesca.delgado@wgu.edu with the subject line "Business Development Project - Your Name" describing the most impactful business development project you have led: what it was, what made it tricky, and why you enjoyed the work. Three to five paragraphs are plenty. We treat this as a meaningful signal of fit alongside your application.
• 3+ years of experience leading and managing teams.
• Experience managing support workflows, ticket queues, and SLA-driven processes
• Hands-on experience with Salesforce CRM and data visualization tools (e.g., Tableau)

• Experience in higher education, partnership programs, or B2B sales operations
• Certifications such as PMP, Scrum, Salesforce Admin, or Lean Six Sigma

Work Location

• This is a full-time, in-office position at WGU's office in Salt Lake City, Utah.

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.

Interview Steps

• Introductory call (30 minutes)
• Hiring manager interview (45 minutes)
• Presentation (1 hour)
• Final interview (30 minutes)

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Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

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 recruiting@wgu.edu.

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