Senior Manager, Continuous Improvement

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 607Pay Range: $95,300.00 - $157,300.00Job DescriptionThe Senior Manager of Continuous Improvement provides leadership for initiatives that modernize and improve service delivery through technology, automation, and process innovation. Responsible for driving service platform optimization, expanding self-service capabilities, and implementing automation and artificial intelligence to enhance service efficiency and experience. Works closely with service operations leaders and technology partners to implement scalable service solutions that improve operational performance and enable more effective support experiences for students, employees, and internal stakeholders. ResponsibilitiesLead initiatives that expand and improve self-service capabilities, enabling users to resolve common requests and issues without agent assistance.Drive service automation initiatives that streamline service workflows and reduce manual effort across support processes.Oversee service platform optimization initiatives to ensure enterprise service technologies effectively support operational and service delivery needs.Partner with service leaders to identify service improvement opportunities and implement technology-enabled solutions.Lead initiatives that incorporate artificial intelligence and automation capabilities to improve service efficiency and support experiences.Provide leadership and direction for teams responsible for advancing service modernization and innovation initiatives.Establish operational standards, performance metrics, and practices that support effective service transformation initiatives.Lead planning and prioritization of initiatives that improve service delivery through technology and process improvement.Promote a culture of accountability, collaboration, and continuous improvement across service teams.Partner with university stakeholders and service leaders to align transformation initiatives with operational priorities.Use operational data and performance insights to guide strategic service improvements and modernization efforts.Lead initiatives that improve service efficiency, scalability, and user experience.Foster proactive communication, transparency, and collaboration across teams.This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.  The contents of this document or related job requirements may change at any time with or without notice.Knowledge, Skills, and AbilitiesStrong leadership and team development capabilitiesStrong understanding of service platform capabilities, automation technologies, and digital service deliveryAbility to translate operational challenges into technology-enabled service improvementsStrong analytical and problem-solving skillsExcellent communication and stakeholder engagement abilitiesAbility to lead cross-functional service transformation initiativesEducationBachelor’s degree in information technology, business, or a related fieldExperience7+ years of progressive experience in service operations, digital transformation, or service platform management5+ years of leadership experience managing technology initiatives or service improvement programsExperience implementing enterprise service platforms, automation solutions, or digital service capabilitiesExperience supporting enterprise technology environmentsExperience in lieu of educationEquivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.  Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.Preferred QualificationsMaster’s degree in a related field or an MBAExperience implementing or optimizing enterprise service platforms such as ServiceNow or GenesysExperience leading service automation, AI, or self-service initiativesExperience supporting enterprise service organizations or higher education environmentsITIL certificationTravelThis 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 DetailsFull-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 accoun