PLEASE NOTE: THIS ROLE WILL BE LOCATED IN OUR SALT LAKE CITY, UT. OFFICES. 

WGU Academy is a recently established division of Western Governors University that exists outside the main operations of the university. Its primary mission is to develop new solutions for college and professional readiness and to deliver those solutions to tens of thousands of individuals who otherwise would not be prepared for regular enrollment at WGU or other institutions. In addition to offering college-level courses, the Academy will help students develop the confidence, study habits, and communications skills to be successful while at the Academy and throughout their future studies.

As an Enrollment Manager your primary role is to support the success of students who will be interacting with your team of Academy Enrollment Counselors. You will lead a team of up to 10-15 counselors whose main role will be to help interested individuals determine if WGU Academy is the right place for their next important step toward college success. Students attending WGU Academy are more likely than most to face struggles in college – because they’ve never attended before, because it has been a long time since attending school, or because they lack confidence or basic skills. Most often your team will work with individuals who want to attend WGU but are not ready for a full course load at WGU and were not admitted. WGU Academy is their path to complete two or more courses to become eligible to enter WGU full time, plus a program to help them develop confidence, learning skills, and persistence.

As an Academy Enrollment Manager you will own the success of both your team members and the prospective students they’re helping. You will be responsible to help train, develop, inspire, and maintain excellent performance of your team. You will have earned their trust and set clear expectations as you work with each one to continuously improve their performance as well as develop their own career capabilities and advancement. You will be the bridge between institutional goals and team performance, you will be key to successful change management, and you will be the principal leader your team members turn to for guidance and training. Your optimism, leadership, and commitment to caring about them and our students will inspire their commitment to the Academy’s mission. 

When you go home at the end of the day, you will know you have given your best to help individuals and their families – people just like you and me – start on their path to a degree and greater career success. It’s a great feeling! This is the perfect position for growth opportunities to Senior Manager level positions and beyond!

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES - List of significant responsibilities and essential duties that must be completed in order to achieve the objectives of the position

• Provide weekly coaching and support for the Enrollment Counselors on your team through regular individual and group communications
• Make certain through reports and other means that ECs are having accurate and meaningful conversations with prospects, including reviewing or listening to calls, follow up coaching, and corrective action if needed
• Be willing to step into an Enrollment Counselor role under peak demand situations if they occur
• Reinforce positive results through recognition, and support teamwork and camaraderie among the team
• Solve escalated issues, helping students as needed and providing clear guidance for all parties involved
• Use reports effectively to improve our contact tactics, quality, and team productivity, and provide feedback to senior management regarding student issues and ideas for improvement
• Provide leadership for operational changes and testing new approaches
• Conduct quarterly and yearly performance evaluations of direct reports
• Support your team members’ professional development; keep a positive attitude; have fun
• Other duties as assigned

KNOWLEDGE AND ABILITIES – Required competencies, proficiencies, specialized knowledge, technology skills, etc.

• Basic computer skills, including experience with Microsoft Office programs, and the ability to work across multiple software programs simultaneously; working with a sophisticated CRM system (such as Salesforce) is highly desirable
• Principles of effective leadership, motivation, and change management
• Sales or customer service operations, including training techniques, are highly desirable
• Professional phone and language skills (clear speaking, writing, etc.)
• Empathy, active listening, optimism, and caring about others’ success
• Strong relationship building and communications abilities, especially via phone; strong organizational aptitude
• Well-organized, results-oriented, and attentive to details
• An ability to work and manage independently without close supervision, coupled with an understanding that regular feedback, critiques, and coaching are part of a continuous improvement cycle
• A courageous focus on what’s best for students and the team
• Flexible and adaptable to change and an aptitude to learn new approaches and technologies quickly

Required Skills

Minimum Qualifications:

• Bachelor’s degree required (consideration will be given to individuals currently working toward a bachelor’s)
• 2+ years professional working experience, preferably in a leadership, coaching, or supervisory capacity
• Experience working in a coaching, training, sales, or high-quality inbound customer service capacity highly desirable
• Experience supporting adult learners in distance learning environments highly desirable
• Experience leading change while increasing measurable results

Required Experience

Minimum Qualifications:

• Bachelor’s degree required (consideration will be given to individuals currently working toward a bachelor’s)
• 2+ years professional working experience, preferably in a leadership, coaching, or supervisory capacity
• Experience working in a coaching, training, sales, or high-quality inbound customer service capacity highly desirable
• Experience supporting adult learners in distance learning environments highly desirable
• Experience leading change while increasing measurable results