Manager, Talent Lifecycle Management

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: $81,900.00 - $135,200.00

Job Description

Essential Functions and Responsibilities:

• Collaborates with customers to develop and enhance product and service offerings and service level agreements.
• Establishes policy, instruction, and clear communication with customers external and internal to ensure efficient delivery of services and products, meeting and/or exceeding Service Level Agreements
• Trouble-shoots and resolves escalated customer business, technical, and access-related issues.
• Responsible for building and maintaining the team by making hiring, firing and disciplinary decisions.
• Trains, coaches, and mentors team members in technical and soft skills needed to succeed on the team.
• Oversees and directs team members who typically access network servers, data base, and communication systems directly to add, remove, modify, and manage users' profiles, passwords, and account information.
• Administer quality assurance program and review team's work to ensure:
  • Compliance with all information security standards and policies.
  • The integrity and security of information systems.
  • High quality delivery of products and services to the customer
• File and maintain documentation for future audits and to meet regulatory compliance requirements.
• Administration of knowledge base program to
  • Standardize knowledge, policy, and procedure.
  • Effectively distribute knowledge internally and externally adhering to data classification policy
  • Support effective initial and ongoing training
• Operates independently and formulates reports of department operations and metrics for consumption by senior leadership.
• Other deskside support, troubleshooting, packing, and shipping duties as required to support the Operations department.

Knowledge, Skill and Abilities:

• High degree of integrity.
• Excellent verbal and written communication skills.
• Exhibits professionalism and leadership.
• Good judgement.
• Excellent customer service.
• Excellent attention to detail.
• Ability to see the big picture and how department functions and decisions affect the business.
• Excellent prioritization and time management.
• Skilled in appropriate delegation of duties and work.
• Able to coordinate and prioritize multiple projects and issues at a time.
• Skilled and patient in conflict resolution at team, company, and external customer levels.
• Self-motivated, and works well independently as well as with teams and diverse customers.
• Understanding of and compliance with confidentiality, security principles, and information protection.
• Basic to moderate knowledge of Active Directory and server-side operations.
• Proficiency with PowerShell scripting a plus.
• Proficiency with SQL a plus.
• Skilled in the use and administration of the Microsoft Office Suite.
• Excellent knowledge of computers, accessories, peripherals, and office equipment (use, setup, configuration, troubleshooting).
• Knowledge of business administration, communications, general business and general theory behind workforce law and regulations – consults with legal and people departments for guidance.

• Typically provides ongoing coaching and development of team/area members.
• Must be knowledgeable of standards and best practices within scope of work and in a general business