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Regional Program Manager
AIFS American Institute For Foreign Study - Stamford, CT
posted 4 days ago
About the position
The Regional Program Manager supervises, supports and provides guidance to remote employees that work with host families and au pairs within a specific region of the country as part of this Department of State J1 Visa program. This cultural exchange program, with a childcare component, follows very specific regulations which all parties must adhere to as part of the program. This is a hybrid position with a minimum of two days required to work in the Stamford office.
Responsibilities
- Hire, support and maintain rapport as direct supervisor with assigned remote employees known as community counselors in a specified region of the country.
- Provide daily support and guidance to community counselors by responding to issues via phone and email in a timely manner and addressing questions and issues as they arise.
- Communicate with host families and au pairs as needed to ensure high level of service throughout the family/au pair's exchange.
- Approve rematch requests as appropriate and work with all stakeholders to ensure a smooth transition.
- Mediate and problem solve issues either directly with host families and au pairs or by offering guidance to community counselors.
- Respond to emergency crisis situations in a timely manner and report and monitor serious incidents. Provide support to those involved with serious situations. Ensure that all incident reports/complaints are completed to their conclusion.
- Work with marketing and upper management to determine cluster growth potential and hiring needs. Ensure sufficient cluster coverage at all times to meet government regulations and highest quality of service.
- Be point of contact for host families requesting a refund of program fees upon exiting the program as determined by refund policies.
Requirements
- Experience in problem solving and or crisis management role required.
- Minimum Bachelor's degree or equivalent experience required or at least 10 years professional work experience with supervisory responsibilities.
- Proficiency in Microsoft Word, Outlook, Excel, database systems, and e-mail.
