Senior Manager Student Records

Primary Responsibilities

• Demonstrates competencies to accomplish objectives through managers, supervisors and/or individual contributors.

• Establishes group objectives in support of functional goals.

• Oversees the daily workflows independently or with the assistance of a team lead, supervisor or manager.

• Determines how to best utilize available resources.

• Lead a high-performing team of managers within a diverse and complex environment, establishing and promoting a culture of excellence, accountability, and continuous improvement in student support and assessment operations.

• Applies knowledge to contribute to development of operational practices.

• Ensure team adherence to federal and state regulations, supporting compliance and consistency in service delivery.

• Provides input as a SME for the university as it relates to the student records regarding university projects and initiatives

• Manages and makes decisions for the university student infrastructure regarding the student inforamtion system.

• Conduct quality assurance monitoring and audits, applying in-depth knowledge of WGU's educational model, technology systems, policies, and procedures to ensure alignment with university standards and best practices.

• Serves as a SME regarding Family Educational Rights and Privacy Act (FERPA) policies and procedures.

• Acts as a coach/mentor within the team and/or function.

• Assists in developing/maintaining/implementing Student Records' training content.

• Drive professional development initiatives through structured training, coaching, and feedback, cultivating team expertise and enhancing operational efficiencies.

• Build and maintain relationships with key stakeholders across WGU, aligning efforts to support shared goals and foster a cohesive student experience.

• Identify and champion opportunities for self-service enhancements and streamlined workflow processes, driving initiatives that improve operational efficiency and student satisfaction and compliance for the university.

• Is well networked in the organization and relied upon as a go-to person for the function.

• Works in collaboration with applicable cross-functional groups and stakeholders as an advisor, subject matter expert, and Student Records' leadership representative for the 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 organizational policy.

• Contributes to the development of functional and organizational content, practices, and objectives to achieve goals in creative and effective ways.

• Contributes to the key results through team strategy review and prioritization

• Operates in a highly diverse and complex environment where analysis of a situation and related data requires in-dept knowledge of the organization and an unbiased evaluation of a variety of cross-functional factors.

• Demonstrates the ability to report on trends and patterns for multiple specializations for Leadership and stakeholders to make informed business decisions.

• Performs work that is strategic at the functional and organizational level.

• Provides supportive training for faculty and staff for the associated specialty and its related cross-functionalities.

• Will be a change manager for the associated specialty and/or department and may facilitate large change initiatives.

• May head projects related to Student Records' and/or the associated specialty.

• Use data to evaluate effectiveness, inform improvements, and communicate key findings to executive leadership.

• Lead and implement the development and revision of team/university policies, procedures, and processes, documenting changes and preparing reports for review by senior leadership.

• Represent WGU professionally at state, regional, and national associations, advocating for the university's mission and interests.

• Commit to ongoing professional growth by participating in continuing education, conferences, and industry associations, staying current with best practices in student support and assessment operations.

• Organize, prioritize, and execute projects with meticulous attention to detail, ensuring timely completion and alignment with department objectives.

• Provide leadership through a positive, respectful approach, fostering trust and engaging team members meaningfully in shared goals and initiatives.

• Commit to ongoing professional growth by participating in continuing education, conferences, and industry associations, staying current with best practices in student support and assessment operations.

• Perform other duties as assigned, adapting to the evolving needs of the department and institution to support WGU's mission and student success.

• Monitor and report technology issues, working closely with IT and relevant service teams to resolve challenges that impact service continuity and quality.

• May be accountable for group budget.

• 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.

• Demonstrates expert level knowledge of multiple institutional policies related to Student Record's specializations.

• Demonstrates expert level experience understanding and following institutional policies and practices.

• Demonstrates expert level knowledge of an associated specialty within Student Records.

• Demonstrates expert level Banner data reconciliation skills for an associated specialty within Student Records.

• Demonstrates expert 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 possesses a high level of open-mindedness for group work.

• Operates in a highly diverse and complex environment where analysis of a situation and related data requires in-dept knowledge of the organization and an unbiased evaluation of a variety of cross-functional factors.

• Applies knowledge to contribute to development of departmental practices, methods, designs, and plans for future technologies.

• Applies organizational policies and procedures along with developing creative solutions to solve problems.

• Will be required to collect, format, and deliver data using reports they developed, which enable executive leadership to communicate data with stakeholders and to make business decisions.

• Frequently interacts with subordinate managers, supervisors and/or individual contributors and other functional managers.

• Provides management and guidance to the group within established policies and procedures.

• Leads cooperative efforts among project team members.

• Ensures work plans are executed, and goals are achieved.

• Holds direct reports accountable through established performance management processes and assists/participates in hiring and compensation decisions.

• Acts as an advisor and will assist determining solutions for completing tasks to achieve team deliverables.

• Exercises considerable independent judgement and creativity in determining how to achieve desired results within defined policies and procedures and champions change when encountering challenges impacting the achievement of desired results.

Education

• Bachelor's degree in related field.

Experience

• 7 or more years of student records experience.

• 3 or more years of previous leadership 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.