[Hiring] Participant Services Manager @CIEE Inc

Role Description

CIEE is looking for a qualified professional to join us as Participant Services Manager, focusing on maintaining the integrity of the Bridge USA exchange programs. In this role, candidates will:

• Oversee daily program operations, manage a team of Participant Services Associates, and ensure compliance within Bridge USA program regulations.
• Provide essential support to CIEE participants, develop organizational policies, reinforce staff training, and work collaboratively with various departments throughout CIEE.
• Drive institutional standards and address participant concerns to support CIEE's mission of helping people gain understanding, acquire knowledge, and develop skills for living in a globally interdependent and culturally diverse world.

Qualifications

• Bachelor of Science or Arts required.
• Proven understanding of how to interpret regulations and translate them into business requirements.
• Expertise in the business unit(s) they support, as well as an understanding of J-1 visa regulations.
• Experience with SEVIS is a plus.
• Ability to communicate effectively in writing, verbally, and as a presenter.
• Comfortable working in an environment with changing and escalated priorities.
• Creative approach to problem solving, innovation, and issue resolution.
• Superior interpersonal skills and a track record of building relationships and collaborating with others in cross-functional teams.
• Salesforce and Microsoft suite experience and comfort reporting and data analytics.
• Self-motivated and self-managed with a high degree of analytical ability and intellectual curiosity.

Requirements

• Manage daily operations by monitoring work, phone, and email queues, adjusting staff resources to maintain service level standards.
• Manage a team of full-time associate staff, providing mentorship and support.
• Maintain an escalated case load and ensure timely resolution of individual incidents.
• Meet regularly with the Participant Services Management Team to discuss workloads, staffing, trends, and notable issues.
• Assist with reporting, training, departmental communication, and delegation of tasks.
• Develop expertise in all CIEE’s programs, focusing on the Bridge USA Programs and its regulatory compliance.
• Communicate escalated program incidents to the department of state and manage follow-up resolution with impacted teams.
• Work collaboratively with the business (including the VP, Work Exchange Programs and various product owners) to help achieve regulatory compliance and maintain program integrity.
• Manage the Escalated Emergency line on a rotating basis for staff assigned to the 24-Hour Emergency Cell Phone.
• Ability to travel into the field to support participants, families, employers, or related parties during emergency situations.
• Other duties as assigned.

Benefits

• Paid time off and Parental leave
• Gym Reimbursement Program
• Employee Assistance Program
• Short-term & Long-term Disability
• 6 floating Fridays (based on our eligibility rules)
• CIEE Study Abroad and TEFL Program discounts
• 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)