Program Director

BLUE Missions•Miami, FL

19d•Hybrid

About The Position

BLUE Missions is seeking a dynamic and bilingual (English/Spanish) Program Director to lead and enhance the volunteer journey from registration to reflection. This hybrid role is based in Miami with close collaboration with our Dominican Republic-based team. This role directly supervises a small team (3-4) staff members based between the US & DR. The ideal candidate brings exceptional communication skills, a customer service mindset, and logistical expertise to deliver seamless and impactful service trip experiences.

Requirements

Bachelor’s degree in Sales, Marketing, International Relations, Education, Nonprofit Management, or a related field
Minimum 5 years of relevant experience in customer service, volunteer management, or travel-based programming
Fully bilingual in Spanish and English (verbal and written)
Strong public speaker and skilled in leading groups of diverse ages
Excellent interpersonal skills with a customer-first mentality
Highly organized and tech-savvy: able to manage systems, calendars, and communications effectively
Confident using Microsoft Office, Google Workspace, and CRM/email platforms
Willingness to travel to DR or domestically estimated 10-15% of time.
Able to work flexible hours during peak trip seasons, including weekends.
Passion for international service, community development, and volunteer engagement

Nice To Haves

Experience living and/or working in Latin America, especially the Dominican Republic, strongly preferred
Familiarity with youth leadership, cross-cultural facilitation, or service-learning programs

Responsibilities

Lead and continuously refine the end-to-end volunteer experience strategy, ensuring a seamless, mission-aligned journey from inquiry and registration through travel, reflection, and alumni engagement.
Maintain a positive, empathetic, and professional attitude toward customers and volunteers at all times.
Ensure customer satisfaction and provide professional, responsive support throughout the volunteer lifecycle.
Oversee all volunteer communications infrastructure, ensuring timely (within 24 hours) and consistent messaging across email inboxes, CRM platforms (Circuitree), the BLUE Missions App, WhatsApp, and social media channels.
Design and manage scalable customer service systems to effectively handle peak season volume surges and crisis communications, equipping the VE team with clear protocols and escalation pathways.
Provide executive oversight for complex or sensitive cases, including travel extensions, embassy coordination, medical situations, and special accommodations, in close collaboration with the Dominican Republic-based team.
Ensure data integrity and operational accuracy across all volunteer records, flight manifests, project documentation, and community updates, strengthening cross-team visibility and reducing operational risk.
Create and maintain clear knowledge management systems, including FAQs, documentation standards, and communication templates, to ensure consistency, efficiency, and brand alignment.
Lead community outreach and recruitment efforts by building relationships with schools, universities, faith-based organizations, and community partners to grow participation in BLUE domestic programs and service trips.
Deliver compelling sales presentations and information sessions (virtual and in-person) to students, parents, educators, and partners to drive volunteer sign-ups and group bookings.
Represent BLUE Missions at fairs, expos, and partner events, serving as a confident brand ambassador to expand awareness, generate leads, and strengthen community partnerships.
Collaborate with the Marketing team on social media strategy and paid promotions, supporting content creation, campaign execution, and lead follow-up to convert interest into registered volunteers.
Support Airport Duty coverage throughout the summer (including weekends), assisting with volunteer arrivals and travel logistics at Miami Airport when needed.
Assist in all travel arrangements for service trips and treks, including volunteer and staff flights, in-country transportation, and gear distribution.
Maintain up-to-date travel documentation and coordinate rosters and flight tracking alongside US staff.
Oversee communications notifying staff, parents, and chaperones when groups have arrived to the Dominican Republic and their host communities.
Work in collaboration with the DR team to coordinate meals and confirm transportation schedules on the day of Departure.
Relay information to US staff.
Register all Service Trips with the US Embassy in the Dominican Republic and notify DR and US staff of any communications distributed by the Embassy.
Assist in enrolling groups in travel insurance for all service trips and treks including US staff and interns.
Lead the strategic recruitment, selection, and onboarding of Interns and Fellows, building a high-performing talent pipeline aligned with BLUE’s mission, culture, and long-term organizational goals.
Design and oversee a comprehensive training and professional development framework for Interns, Fellows, and bilingual staff based in the Dominican Republic, strengthening cross-cultural leadership, program excellence, and operational consistency.
Supervise and mentor a team of Program Managers (2-3) seasonal staff (1-2) and Fellows (1-2), establishing clear performance expectations, accountability structures, and feedback systems to ensure strong team cohesion and impact delivery.
Drive capacity-building initiatives for DR-based bilingual staff, investing in ongoing leadership development, systems training, and skill advancement to enhance in-country execution and long-term sustainability.
Collaborate with the Programs Team to develop and continuously refine training curricula, toolkits, and operational resources, ensuring alignment across U.S. and DR teams and maintaining high standards across all service trip experiences.
Maintain detailed and accurate records of all customer interactions, transactions, payments, service hours, and related documents in Circuitree and internal systems.
Support on financial reconciliation and payment tracking for trips.
Follow Up with balances due sheet.
Work with team to draft and distribute personalized service trip letters for volunteers post-program to support recognition and reflection