As the Director of Support Operations at Western Governors University (WGU), Steve Leath is at the forefront of transforming the student experience through innovative contact center strategies and customer support solutions. With a strong emphasis on a student-centric approach, Steve has successfully spearheaded the development...
As the Director of Support Operations at Western Governors University (WGU), Steve Leath is at the forefront of transforming the student experience through innovative contact center strategies and customer support solutions. With a strong emphasis on a student-centric approach, Steve has successfully spearheaded the development and implementation of a comprehensive digital service strategy that significantly reduces friction points and enhances self-service capabilities across multiple channels. His expertise in customer experience management and strategic service design has enabled WGU to build a robust support infrastructure that not only meets but anticipates student needs.
Steve’s leadership is characterized by his ability to inspire and mobilize global teams, leveraging data-driven tactics to enhance organizational brand and performance. By focusing on key performance indicators (KPIs) and customer satisfaction metrics, he has implemented scalable solutions that optimize operational efficiency while delivering exceptional service. His proficiency in Software as a Service (SaaS) and change management has been instrumental in integrating advanced technology into the support operations, ensuring that WGU remains at the cutting edge of digital customer care.
Key projects under Steve’s direction include the enhancement of technical support frameworks and the establishment of a feedback loop that incorporates student insights into service design. This proactive approach not only fosters a culture of continuous improvement but also aligns WGU’s support operations with its mission of providing accessible, high-quality education. Through his strategic vision and commitment to excellence, Steve Leath is shaping the future of student support at WGU, ensuring that every interaction is meaningful and impactful.
