The WGU Program Manager works to ensure both student and employee success. The Program Manager leads and supervises a 15-20 person team of Course Mentors and is responsible for the professional development and performance of its members. The Program Manager works closely with members of the WGU management team to understand and inform university policies and procedures. Program Managers ensure that Course Mentors counsel their assigned students in understanding expectations and overcoming obstacles to ensure success within the course. He or she develops and conducts team- and program-specific mentor training programs, collaborating with others to achieve efficiency while ensuring quality and consistency.
The Program Manager is available and accountable to members of his or her team and is responsible for the success of its members. The program manger demonstrates WGU’s “students-first” culture and leads his or her team of mentors, by example. He or she establishes clear performance expectations and manages assigned mentor performance consistent with university goals and job requirements. Additionally, the program manager effectively performs the duties of a mentor when serving assigned students.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Establish and manage clear performance expectations for, and with input from, assigned Course Mentors.
- Develops and leads team and Program-specific training initiatives.
- Coaches assigned Course Mentors via call shadowing and other training methods.
- Works cross-functionally with other university departments to enhance the studentexperience. Is able to influence internal partners through building relationships and representing multiple constituents.
- Accurately forecasts team’s performance against University goals and implements proactive steps to increase performance.
- Monitors team morale. Ensures that Course Mentors are connected with each other and to the WGU mission.
- Leads weekly team meetings designed to increase team and student performance.
- Provides direct, comprehensive guidance to assigned Course Mentors.
- Develop, and present content at semi-annual academic meetings (various locations). Exemplary communication and presentation skills are required.
REQUIRED SKILLS AND EXPERIENCE:
- Graduate degree in the field of IT; Ph.D. highly preferred (i.e.: Doctor of Organizational Leadership, Doctor of Organizational Behavior)
- Minimum of 3 years’ experience managing a team of 7-10 full-time direct reports
- Experience building effective teams by leveraging, coaching and mentoring
- Experience leading change while increasing specific, measurable results
- Must be an independent self-starter and self-managed
- Experience working with adult learners and distance learning environments highly preferred
- Demonstrated ability to function in a leadership and guiding role that enhances student achievement toward educational goals
- Understanding and appreciation of competency based education model
- Track record for effective coaching and communication skills with a widely diverse student population
- Track records for effective communication and collaboration with a diverse professional population of WGU colleagues, partners, and stakeholders
- Demonstrated professionalism that displays effective judgment and professional integrity that represent the educational standards within higher education