Supervisor, Student Support Services

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 602

Pay Range: $52,100.00 - $86,000.00

Job Description

Job Description Summary

The Student Support Supervisor is responsible for leading a team to deliver high-quality and efficient customer support processes. This role involves managing daily team operations, including hiring, training, and motivating staff, as well as providing regular coaching and performance feedback. The supervisor ensures continuous improvement by identifying and implementing process enhancements, fostering a positive work environment, and handling complex issues to maintain excellent service standards. With a focus on both team development and operational effectiveness, the Student Support Supervisor plays a critical role in enhancing the overall student experience.

 

Primary Responsibilities 

• Oversee daily activities of Specialists and Team Leads, ensuring effective workflow and productivity.  

• Assist the manager in day-to-day operations, including managing processing queues, setting priorities, and supporting strategic planning.  

• Ensure compliance with organizational policies and procedures, including operational standards, quality benchmarks, and service delivery.  

• Prepare regular reports, maintain equipment functionality, and uphold professional and technical standards to meet organizational goals.  

• Provide daily guidance and communication to team members to ensure efficient, accurate process execution.  

• Continuously evaluate processes and suggest improvements for operational efficiency and enhanced customer service.  

• Regularly deliver statistical feedback and coaching on individual performance, promoting skill development and goal achievement.  

• Write and conduct performance reviews to support skill improvement and career growth.  

• Offer coaching, counseling, and direction for employees dealing with work-related or personal challenges, ensuring support and appropriate problem resolution.  

• Ensure team members have adequate training and resources to perform their roles effectively.  

• Implement and oversee staffing, scheduling, and training programs to support operational demands.  

• Address and resolve employee relations issues, promoting a positive work environment.  

• Recognize and reward high performance while addressing disciplinary or performance issues per company policy.  

• Prepare and communicate warnings when necessary, and administer corrective actions aligned with organizational standards.  

• Lead or participate i