Participant Services Manager in South Portland, Maine at CIEE Inc

Position: Participant Services Manager
Reports to: Director Participant Services
Department: Participant Services
Location: Remote, US field-based

Who we are:

CIEE is a non-profit study abroad and intercultural exchange organization that transforms lives and builds bridges between individuals and nations through study abroad and international exchange experiences that help people develop skills for living in a globally interdependent and multi-cultural world.

Why work with us:

• You will change the world. CIEE builds bridges between people, countries, and cultures. We help young people participate in high-quality international exchange and study abroad programs that bring the world together. We change lives, our alumni change the world. Be part of the change!
• You will receive a competitive total rewards package. CIEE provides all employees with exceptional benefits offerings that increase total compensation by up to 25%. Our top-tier benefits include:
  • 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
  • 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)
• You will be part of a fast-paced, international, diverse, and collaborative team of professionals. CIEE operates the largest nonprofit network of study-abroad locations, with facilities and staff in 30 countries. Additionally, we help international participants from over 140 countries come to the USA each year. Committed to excellence and solving whatever problem the world throws at them, CIEE professionals work on international teams and are dedicated to advancing our 80-year-old mission to make the world a more peaceful place.

Who you are:

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. Candidates will provide essential support to CIEE participants, develop organizational policies, reinforce staff training, and work collaboratively with various departments throughout CIEE. By driving institutional standards and addressing participant concerns, candidates will play a vital role in supporting CIEE to fulfill its mission of helping people gain understanding, acquire knowledge, and develop skills for living in a globally interdependent and culturally diverse world.

What you’ll do:

• Oversee daily operations by monitoring work, phone, and email queues, adjusting staff resourcesto 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, with a focus 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.

Additional Responsibilities:

• 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.

What you’ll bring:

• Bachelor of Science or Arts required.
• Must have a 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.