Participant Services Manager

Council on International Educational Exchange; South Portland (ME); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Gym Reimbursement Program

Employee Assistance Program

Disability coverage

Floating holidays

403(b) retirement plan

Insurance coverage

Flexible Spending Accounts

Voluntary benefits

Job summary

CIEE is seeking a Participant Services Manager to lead daily operations for the Bridge USA program and its participant services team. You will ensure regulatory compliance, mentor staff, and coordinate with departments to resolve escalated issues.

The role requires experience in interpreting regulations for business needs and strong cross-functional collaboration. This position offers remote, US-based field operations and a comprehensive benefits package.

Qualifications

• Bachelor's degree required.
• Ability to interpret regulations and translate them into business requirements.
• Knowledge of J-1 visa regulations is a plus.
• Experience with SEVIS is a plus.
• Excellent written and verbal communication skills.
• Comfortable working in a changing, escalated priority environment.
• Strong analytical and cross-functional collaboration abilities.

Responsibilities

• Oversee daily operations of the Participant Services team.
• Monitor phone/email queues and adjust resources to meet service standards.
• Provide mentorship and support to Associate staff.
• Maintain escalated case load with timely resolutions.
• Meet with management to discuss workloads, trends, and issues.
• Ensure regulatory compliance across Bridge USA programs.
• Collaborate with VP and product owners on compliance matters.
• Handle the 24-Hour Emergency line on a rotating basis.

Skills

Regulations interpretation

J-1 visa regulations

SEVIS experience

Interpersonal skills

Communication

Salesforce

Microsoft Office

Data analytics

Self-motivation

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Participant Services Manager

US Permanent Manager South Portland, ME, US

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.

CIEE believes that professionals with varied backgrounds bring unique approaches and ideas to solving problems and advancing our mission to bring the world together. Qualified candidates from underrepresented groups are strongly encouraged to apply.

Due to federal regulations and CIEE policies, a background check, reference check, and education and employment verification will be conducted as conditions of employment.