Fast Facts

The Manager, Enrollment at WGU is responsible for leading a team of Enrollment Counselors, focusing on coaching performance, and driving student success within an innovative online education context.

Responsibilities: Key responsibilities include weekly coaching of Enrollment Counselors, conducting performance evaluations, addressing escalated issues, and implementing operational changes for improved team performance.

Skills: Candidates should possess leadership skills, effective communication abilities, experience with CRM software, and a strong focus on student success

Qualifications: Preferred candidates will have a Bachelor's degree, five years of related experience including supervisory roles, and a background in coaching or customer service, particularly in distance learning environments.

Location: This is a remote position based from a home office in the United States.

Compensation: $60600 - $100000 / Annually

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 603Pay Range: $60,600.00 - $100,000.00

Job Description

Job Profile Summary

The Manager, Enrollment will own the success of their team of Enrollment Counselors and the prospective students they are helping. The Manager will be responsible for helping train, develop, inspire, and maintain excellent performance of their team. They will set clear expectations and work with each member to continuously improve their performance as well as develop their own career capabilities and advancement. The Manager will be the bridge between institutional goals and team performance, they will be the key to successful change management and will be the principal leader that employees turn to for guidance and training.

Responsibilities

Primary Responsibilities

• Provides weekly coaching and support for the Enrollment Counselors (ECs) on your team through regular individual and group communications.
• Confirms through reports and other means that ECs are having accurate and meaningful conversations with prospects, including reviewing or listening to calls, follow up coaching, and corrective action if needed.
• Serves as back-up and can step into an Enrollment Counselor role under peak demand situations if they occur.
• Reinforces positive results through recognition and supports teamwork and camaraderie among the team.
• Solves escalated issues, helping students as needed and providing clear guidance for all parties involved.
• Uses reports effectively to improve our contact tactics, quality, and team productivity, and provides feedback to senior management regarding student issues and ideas for improvement.
• Provides leadership for operational changes and testing new approaches.
• Conducts quarterly and yearly performance evaluations of direct reports.
• Supports team members’ professional development.
• Performs other job-related 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.

Qualifications

Knowledge, Skills, and Abilities

• Basic computer skills, including experience with Microsoft Office programs
• Ability to work across multiple software programs simultaneously, including working with a sophisticated CRM system, such as Salesforce
• Possesses the principles of effective leadership, motivation, and change management.
• Professional phone and language skills, including clear speaking, writing, etc.
• Empathy, active listening, optimism, and caring about others’ success.
• Strong relationship building and communications abilities, especially via phone; strong organizational aptitude.
• Well-organized, results-oriented, and attentive to details.
• An ability to work and manage independently without close supervision, coupled with an understanding that regular feedback, critiques, and coaching are part of a continuous improvement cycle.
• A courageous focus on what’s best for students and the team.
• Flexible and adaptable to change and an aptitude to learn new approaches and technologies quickly.

Education           

• Bachelor’s Degree

Experience

•  5 years of related experience, including 1 year of supervisory experience or demonstrated leadership in an Enrollment Counselor role at WGU
• Experience leading change

Experience in lieu of education

Equivalent 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 Qualifications

• Experience working in a coaching, training, sales, or high-quality inbound customer service capacity
• Experience supporting adult learners in distance learning environments
• Formal supervisory experience in an enrollment or student services

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 [email protected].

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