Participant Services Manager

CIEE Inc•South Portland, ME

1d•Remote

About The Position

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.

Requirements

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.
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.

Nice To Haves

Experience with SEVIS is a plus.

Responsibilities

Oversee 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, 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.
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)