Participant Services Manager

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

📋 Description

• Supervise daily program operations by overseeing work, phone, and email queues, adjusting staff resources to uphold service-level standards.

• Lead and mentor a team of full-time Participant Services Associates.

• Manage an escalated caseload, ensuring prompt resolution of individual incidents.

• Conduct regular meetings with the Participant Services Management Team to review workloads, staffing, trends, and significant issues.

• Support reporting, training, departmental communication, and task assignment.

• Acquire in-depth knowledge of CIEE programs, particularly Bridge USA programs and compliance with regulations.

• Communicate escalated program incidents to the Department of State and coordinate follow-up resolutions with affected teams.

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

• Manage the escalated emergency line on a rotating schedule 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 assigned.

⛳️ Requirements

• Bachelor of Science or Arts degree is required.

• Demonstrated ability to interpret regulations and translate them into business requirements.

• Expertise in the relevant business units.

• Familiarity with J-1 visa regulations.

• Experience with SEVIS is advantageous.

• Strong written, verbal, and presentation communication skills.

• Capacity to operate in a dynamic environment with shifting and urgent priorities.

• Innovative problem-solving skills and a creative approach to issue resolution.

• Excellent interpersonal abilities with a proven history of relationship-building and collaboration within cross-functional teams.

• Proficiency in Salesforce and the Microsoft Suite.

• Comfortable with reporting and data analytics.

• Self-motivated and able to manage oneself, demonstrating a high level of analytical capability and intellectual curiosity.

• Background check, reference check, and verification of education and employment are required as conditions of employment.

🏝️ Benefits

• Paid time off and parental leave.

• Gym Reimbursement Program.

• Employee Assistance Program.

• Short-term and long-term disability coverage.

• Six floating Fridays, based on eligibility criteria.

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

• Comprehensive life, travel, medical, dental, and vision insurance coverage.

• Flexible Spending Accounts/Health Savings Accounts for medical and dependent expenses.

• Optional benefits including identity theft protection, pet insurance, accident, and critical illness coverage.

• Competitive total rewards package.

• An international, diverse, and collaborative work environment.