Participant Services Manager

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

📋 Description

• Supervise daily operations by overseeing work, phone, and email queues while reallocating staff resources to uphold service level standards

• Lead a team of full-time associate staff, offering mentorship and support

• Maintain a high-priority case load and guarantee prompt resolution of individual incidents

• Meet consistently with the Participant Services Management Team to review workloads, staffing, trends, and significant issues

• Assist with reporting, training, departmental communication, and task delegation

• Cultivate expertise in CIEE’s programs, particularly Bridge USA Programs and regulatory compliance

• Relay escalated program incidents to the Department of State and oversee follow-up resolutions with affected teams

• Collaborate with the business, including the VP of Work Exchange Programs and various product owners, to ensure regulatory compliance and uphold program integrity

• Manage the Escalated Emergency line on a rotational basis for staff assigned to the 24-Hour Emergency Cell Phone

• Travel to the field to assist participants, families, employers, or related parties during emergency situations

• Perform additional duties as necessary

⛳️ Requirements

• Bachelor of Science or Arts is required

• Established comprehension of interpreting regulations and converting them into business requirements

• Proficiency in the relevant business unit(s) supported

• Familiarity with J-1 visa regulations

• Experience with SEVIS is advantageous

• Capacity to communicate effectively in writing, verbally, and as a presenter

• Comfort in adapting to an environment with shifting and escalated priorities

• Innovative approach to problem-solving and issue resolution

• Excellent interpersonal skills with a proven history of building relationships and collaborating within cross-functional teams

• Experience with Salesforce and the Microsoft suite, along with proficiency in reporting and data analytics

• Self-driven and self-managed with a strong analytical mindset and intellectual curiosity

• Background check, reference check, and verification of education and employment are mandatory conditions of employment

🏝️ Benefits

• Competitive total rewards package

• Paid time off

• Parental leave

• Gym Reimbursement Program

• Employee Assistance Program

• Short-term & Long-term Disability

• 6 floating Fridays (subject to eligibility rules)

• CIEE Study Abroad 403(b) Retirement Plan with employer contribution

• Insurance Coverage (life, travel, medical, dental, and vision)

• Flexible Spending Accounts/Health Savings Accounts (medical and dependent)

• Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)