Job Description
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:
Job Description
Responsible for the governance, accuracy, and continuous improvement of student-facing knowledge content, including the Student Handbook and Knowledge Center. This role ensures content aligns with academic policies, regulatory requirements, and institutional standards while supporting scalable self-service and an improved student experience. Partners with cross-functional stakeholders to translate complex academic and administrative information into clear, accessible, and actionable content for students and staff.
Key Responsibilities
- Owns and manages the lifecycle of student-facing knowledge content, including creation, review, updates, and archival. Ensures alignment between Student Handbook content, Academic Policy, Catalog, and institutional standards. Maintains taxonomy, tagging, metadata, and governance standards.
- Partners with Academic Policy and subject matter experts to translate complex policies into student-friendly content and supports consistent student-facing communications.
- Provides guidance to stakeholders on knowledge best practices and content standards.
- Monitors content performance metrics, conducts content audits, and uses analytics to drive continuous improvement.
- Conducts content audits to ensure accuracy, consistency, accreditation, and regulatory compliance.
- Collaborates with Academic Policy, communications, and cross-functional stakeholders to improve self-service experiences.
Knowledge, Skills, and Abilities
- Knowledge management, content governance, content lifecycle management, knowledge platforms/CMS, taxonomy, metadata, content analytics, stakeholder management, higher education policy, compliance, and the ability to translate complex policies into clear, accessible content.
Minimum Qualifications
- Bachelor's Degree in Communications, English, Education, Business, Information Systems, or related field.
- Experience working with knowledge management systems, content management systems, or similar platforms, and experience creating, editing, or managing structured content.
Preferred Qualifications
- Experience with Khoros or similar knowledge platforms, Knowledge-Centered Service (KCS), student-facing content, analytics/reporting tools, and self-service digital content ecosystems.
- Impact of the Role: This role enables scalable student support by ensuring accurate, accessible, and well-governed knowledge content, reducing operational burden on support teams and improving the overall student experience.
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.