Remote

Supervisor, Student Support Services

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Utah, Salt Lake City
3949 South 700 East (Show on map)
Mar 14, 2025
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: Pay Range: $52,100.00 - $86,000.00 Job Description About the Role The Student Support Supervisor is responsible for leading a team to deliver high-quality and efficient customer support processes. This role involves managing daily team operations, including hiring, training, and motivating staff, as well as providing regular coaching and performance feedback. The supervisor ensures continuous improvement by identifying and implementing process enhancements, fostering a positive work environment, and handling complex issues to maintain excellent service standards. With a focus on both team development and operational effectiveness, the Student Support Supervisor plays a critical role in enhancing the overall student experience. What You Will Do Oversee daily activities of Specialists and Team Leads, ensuring effective workflow and productivity. Assist the manager in day-to-day operations, including managing processing queues, setting priorities, and supporting strategic planning. Ensure compliance with organizational policies and procedures, including operational standards, quality benchmarks, and service delivery. Prepare regular reports, maintain equipment functionality, and uphold professional and technical standards to meet organizational goals. Provide daily guidance and communication to team members to ensure efficient, accurate process execution. Continuously evaluate processes and suggest improvements for operational efficiency and enhanced customer service. Regularly deliver statistical feedback and coaching on individual performance, promoting skill development and goal achievement. Write and conduct performance reviews to support skill improvement and career growth. Offer coaching, counseling, and direction for employees dealing with work-related or personal challenges, ensuring support and appropriate problem resolution. Ensure team members have adequate training and resources to perform their roles effectively. Implement and oversee staffing, scheduling, and training programs to support operational demands. Address and resolve employee relations issues, promoting a positive work environment. Recognize and reward high performance while addressing disciplinary or performance issues per company policy. Prepare and communicate warnings when necessary, and administer corrective actions aligned with organizational standards. Lead or participate in special projects and ongoing initiatives aimed at process improvement and efficiency. Develop and implement reward, recognition, and staff development programs to foster motivation and team morale. Performs other duties as assigned. 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 AbilitiesYou'll Need Outstanding verbal and written communication skills. Strong interpersonal and organizational skills. Ability to work independently, analyze problems, and make decisions. Requires basic management knowledge to lead such as work scheduling, prioritizing, and coaching. Able to work with multiple individuals in various roles on teams. Ability to anticipate how potential obstacles may impact their team and respond accordingly. Understanding of change enablement processes. Able to routinely manage multiple issues simultaneously in a high-pressure environment. Ability to diligently follow standards and best practices for many different technology areas. Data analysis. Presentations using Technology Systems & Tools. Salesforce reporting (SRM) Creative Problem Solving Microsoft Office Suite, Outlook, Tableau, Microsoft Share Point Education Bachelor's degree in education, business, communications, or related field. Experience 2 or more years of related experience. Preferred Qualifications Master's degree or equivalent experience preferred Strong experience with distance education and distance learning students 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. 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.