Fast Facts

Join WGU as a Supervisor for Student Records, where you'll lead a team to maintain service standards and ensure exceptional student support and data integrity.

Responsibilities: Manage team operations, including hiring, training, coaching staff, and overseeing daily workflows to achieve service level agreements.

Skills: Strong leadership, team management, excellent communication, and proficiency in Microsoft Office and student information systems required.

Qualifications: Bachelor's degree in a related field and 3 or more years of student records experience; prior leadership experience preferred.

Location: Salt Lake City Office, United States; no travel required.

Compensation: $54200 - $89500 / 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 602Pay Range: $54,200.00 - $89,500.00

Job Description

Job Description Summary

The Supervisor, Student Records will be responsible for their assigned team maintaining their departmental service level agreements and quality assurance standards. In addition, Supervisors collaborate with all of Records’ Leadership in achieving organizational and functional goals as well as serving as advisors on their specialization for project groups and stakeholders. This role involves managing daily team operations, including hiring, training, and motivating staff, as well as providing regular coaching and performance feedback related to: Scheduling; Team management; Coaching/leading; Team training; Assisting with team coverage and workspace overflow; Identifying and reporting on volumes, trends, and patterns within their workspace; Overseeing daily workspace workflows and general team task assignments; Managing special projects for the associated workspace; Performing senior level data reporting and reconciliation.

Primary Responsibilities

• Demonstrates competencies to achieve directly, or in collaboration, broad functional and/or organizational mission-critical objectives. 
• Oversees the daily workflows independently or with the assistance of a team lead and manages the human resources for their associated specialization. 
• Provides support and/or organizes additional coverage, when needed, with processing the team’s workspace overflows to maintain expected service level agreements. 
• Collaborates with the quality assurance group to address and/or retain for identified issues.
• Works in collaboration with applicable cross-functional groups and stakeholders as an advisor, subject matter expert, and Student Records’ leadership representative for the associated specialization. 
• Innovates within the associated specialization and in collaboration with product teams/special projects to streamline and/or improve functionality/Student experience. 
• Contributes to the development of new functional and organizational policy and ensures compliance of policies and procedures, 
• Contributes to the development of functional and organizational content, practices, and objectives to achieve goals in creative and effective ways. 
• Operates in a highly diverse but limited complexity environment spanning multiple Student Records’ workspaces where analysis of situations and/or data requires investigation of various factors and intangibles. 
• Demonstrates the ability to report on trends and patterns for their specialization for Leadership and stakeholders to make informed business decisions. 
• Assist the manager in day-to-day operations, including managing processing queues, setting priorities, and supporting strategic planning.
• Performs work that is strategic at the functional and organizational level. 
• Leads and participates in special projects for ongoing initiatives
• Acts as a coach/mentor within the team and/or function while also conducting performance reviews to support employee development. 
• Provides supportive training for team members and assists in developing/maintaining training content. 
• Performs other 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

• Investigates appropriate resources and involves partners when necessary; future-oriented; assesses factors that will help or hinder goal achievement; focuses on what is important. 
• Interacts with others considerately, respectfully, and without bias; approaches conflict proactively; openly solicits and shares feedback; listens with empathy and maintains composure. 
• Draws on information from a broad knowledge of goals and processes; investigates beyond assumptions. 
• Adjusts behaviors and communication style to meet the needs of various situations; tackles obstacles appropriately;comfortable with ambiguity. 
• Accountable to others; ensures tasks are completed; actions align with words; follows through on commitments; exhibits exceptional integrity. 
• Displays commitment to the organization and personal growth; self-motivated and able to inspire others; asserts self appropriately to champion ideas; communicates truthfully in a direct and constructive manner. 
• Self-directed with a strong bias for action; leads performance or process improvements; displays keen interest in students and the organization. 
• Is proficient in and has broad experience working with Microsoft Office suite products and applications. 
• Demonstrates knowledge of multiple institutional policies related to Student Record’s specializations. 
• Demonstrates ability to collect, organize, present data for informed decision making. 
• Thrives and has demonstrated success working in a challenging and fast-paced environment. 
• Demonstrates ability to meet challenging deadlines and minimum work requirements both independently and as part of a team. 
• Routinely multitasks on varied job functions while utilizing multiple systems. 
• Applies learned knowledge and skills effectively. 
• Demonstrates strong, business professional, written and verbal communication skills. 
• Demonstrates sensitivity to and awareness of team dynamics and possessesa high level of open-mindedness for group work. 
• Has advanced level experience understanding and following institutional policies and practices. 
• Has advanced level experience working with student information systems and/or customer relationship management software. 
• Has advanced level Banner data reconciliation skills. 
• Operates on diverse matters of limited complexity spanning multiple Student Records’ workspaces where analysis of situations and/or data requires investigation of various factors and intangibles. 
• Applies knowledge to contribute to development of departmental practices, methods, designs, and plans for future technologies. 
• May be required to collect, format, and deliver data using reports they developed, which enable upper leadership to communicate data with stakeholders and to make business decisions. 
• Interacts daily with team members and peer teams. 
• Works to gain cooperation. 
• Provides immediate supervision to a team of individual contributors, assigning tasks, checking work at frequent intervals, and maintaining schedules. 
• Ensures work plans are executed. 
• Holds direct reports accountable through established performance management processes and assists/participates in hiring and compensation decisions. 
• Acts as an advisor and may assist in completing tasks to achieve team deliverables. 
• Exercises judgement within defined policies and procedures. 

Education

• Bachelor's degree in related field. 

Experience

• 3 or more years of student records experience. 

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

• Previousleadership experience. 
• 2 or more years of experience and advanced level knowledge gained from working in the Student Records office.  
• Experience within WGU's Operational organization.

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.