The posting
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 605
Pay Range: $78,200.00 - $129,000.00
Job Description
The Manager of Proctoring Operations manages the university's internal online proctoring program and supports the development of scalable and effective proctoring operations for both online and in-person testing. The role ensures proctoring resources are aligned with student testing demand and provides timely support while maintaining the integrity and security of assessments through consistent application of proctoring standards and procedures, and in accordance with university requirements. The Manager evaluates and monitors approved in-person testing sites, establishes and maintains operating procedures, analyzes operational and service metrics, addresses operational issues, and recommends and implements process improvements.
Primary Responsibilities
- Manage daily proctoring operations across online and in-person testing environments.
- Manage, coach, and develop proctors, including hiring, onboarding, training, goal setting, performance management, employee engagement, and succession planning.
- Plan staffing and schedules to meet testing demand and service requirements.
- Monitor workload, productivity, service levels, and quality. Address performance or coverage concerns as needed.
- Develop, document, and maintain operating processes, procedures, service standards, and escalation guidelines.
- Establish and promote consistent proctoring practices that support students and protect assessment integrity.
- Monitor student service issues and testing disruptions. Coordinate timely resolution, communication, and follow-up.
- Ensure proctoring activities adhere to university policies, procedures, security standards, and testing requirements.
- Evaluate, approve, document, and monitor physical testing sites against established security, accessibility, technology, service, and operational requirements.
- Coordinate periodic reviews of approved testing sites. Address identified concerns or escalate issues as appropriate.
- Analyze operational metrics, including testing demand, staffing coverage, service levels, quality, and student experience measures. Prepare performance reports and recommend changes to improve service, quality, consistency, and efficiency.
- Guide the implementation or transition of proctoring systems, tools, processes, and testing options.
- Work with internal partners, external testing sites, and service providers to resolve issues and support testing services.
- Identify operational, compliance, security, and service risks. Address issues as appropriate and escalate concerns when necessary.
- Manage assigned resources and provide information to support budget planning.
- Perform 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
- Knowledge of staff scheduling, workload management, and service operations.
- Knowledge of testing security, quality monitoring, incident resolution, and process improvement practices.
- Skill in using scheduling, reporting, incident management, collaboration, and testing technologies.
- Ability to lead, coach, and develop on-site and remote employees.
- Ability to establish clear expectations and maintain accountability for performance and service standards.
- Ability to create and document operating processes, procedures, and best practices.
- Ability to interpret and consistently apply established policies, procedures, standards, and controls.
- Ability to analyze operational metrics, identify trends, and recommend practical improvements.
- Ability to make timely decisions during service disruptions, high-demand periods, and student-impacting issues.
- Ability to balance student support with testing security and assessment integrity.
- Ability to communicate clearly with employees, students, leaders, internal partners, external testing sites, and service providers.
- Ability to manage competing priorities in an operation with changing demand.
- Ability to handle sensitive information with discretion and sound judgment.
Education
- Bachelor's degree in business, operations, education, management, technology, or a related field from an accredited institution.
Experience
- Five (5) years of related experience in testing or assessment delivery, service operations, customer service, contact center operations, compliance, or a comparable environment.
- Experience leading on-site and remote employees including responsibility for staffing, coaching, performance management, and employee development.
- Experience creating staff schedules based on workload or service demand.
- Experience developing and maintaining operating processes and procedures.
- Experience analyzing operational metrics and using the results to recommend service or process improvements.
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.
Preferred Qualifications
- Experience leading online proctoring, testing center operations, assessment delivery, higher education, credentialing, regulated operations, or another security-sensitive service environment.
- Experience evaluating or overseeing physical testing locations.
- Experience helping establish, restructure, or transition an operational program.
- Experience implementing or transitioning technology-supported services or processes.
- Experience with scheduling systems, remote proctoring platforms, quality monitoring tools, and operational dashboards.
- Process improvement, project management, or related training or certification.
Travel
This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
