Manager, Participant Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide, mentor, and enhance the skills of Supervisors and Participant Support personnel.

• Supervise daily operations of Participant Support, encompassing workload allocation, prioritization, and handling escalations.

• Ensure service levels, quality benchmarks, and productivity goals are effectively communicated and achieved.

• Address complex participant concerns and manage escalations.

• Oversee ADA funding requests and specialized processes.

• Identify inefficiencies in workflow and initiate process enhancements.

• Conduct root cause analyses to tackle recurring challenges.

• Utilize data and performance indicators to track trends and guide operational modifications.

• Relay priorities, expectations, and updates clearly across the team.

• Promote teamwork within the group and with cross-functional collaborators.

• Ensure pre-program issues are resolved promptly, accurately, and with outstanding customer service.

• Assist in training on service fundamentals and quality benchmarks.

• Collaborate with internal stakeholders on initiatives and problem-solving.

• Contribute to departmental projects and process improvements.

• Monitor and manage both individual and team performance relative to metrics and objectives.

• Hold team members accountable while offering guidance and support.

⛳️ Requirements

• 5–7+ years of progressive experience in service delivery or participant/customer experience sectors.

• Hands-on operational experience with increasing responsibilities in workflow management and service outcomes.

• Proven experience in problem-solving and continuous improvement.

• 3–5+ years of direct and indirect leadership experience.

• Experience in directly managing frontline staff and/or Supervisors.

• Skilled in supporting team performance, coaching, and development.

• Familiarity with performance metrics, quality standards, and team-level reporting.

• Experience collaborating cross-functionally to enhance performance.

• Bachelor's degree or 5 years of experience in a high-volume Call/Contact Center.

• Ability to prioritize tasks; deadline-oriented, self-sufficient, and results-focused.

• Strong organizational and problem-solving capabilities.

• Exceptional written, email, verbal, and telephone communication skills; highly polished presenter.

• Strong aptitude for coaching and developing others.

• Capability to make high-level decisions and recommendations.

• Demonstrates mutual respect, kindness, appreciation for diversity, openness, honesty, cooperation, and camaraderie.

• High proficiency in Microsoft Word Suite (Excel/Word/PowerPoint).

• Outstanding leadership qualities and ability to supervise individuals with diverse backgrounds and experiences.

• Ability to conduct weekly one-on-one and team meetings with direct reports.

• Familiarity with a wide range of information technology systems and services; quick to learn new software.

• Quality-focused, highly motivated, and detail-oriented.

• Flexibility to manage multiple projects concurrently.

• Proven history of exceptional leadership, team building, and change management.

• Cover letter required with resume.

🏝️ Benefits

• Medical, Dental, and Vision Insurance (with a significant employee subsidy!).

• 403(b) Retirement Plan with a company match of 5% after 1 year of employment.

• Up to 20 days of PTO annually.

• Paid week off at the end of December, in addition to PTO.

• Generous employee discounts on Road Scholar programs.

• Optional IATA membership.

• Access to LinkedIn Learning.

• Additional professional development opportunities.

• Fully remote work environment.