Remote Participant Services & Programs Manager

CIEE; Portland, Northern (ME, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

CIEE is seeking a Participant Services Manager to oversee Bridge USA operations, manage a team of Participant Services Associates, and ensure program compliance across US field-based roles. You will collaborate with multiple departments, handle escalation cases, and travel for emergencies as needed, supporting participants and families while upholding regulatory standards.

Join a fast-paced, international nonprofit committed to study abroad and intercultural exchange with extensive benefits and

Qualifications

• 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.

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 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.

Skills

Team leadership

Written & verbal communication

Regulatory compliance understanding

Analytical ability

Self-motivation

Education

Bachelor of Science or Arts

Tools

Salesforce

Microsoft Office

Job description

CIEE is seeking a Participant Services Manager to oversee Bridge USA operations, manage a team of Participant Services Associates, and ensure program compliance across US field-based roles. You will collaborate with multiple departments, handle escalation cases, and travel for emergencies as needed, supporting participants and families while upholding regulatory standards.

Join a fast-paced, international nonprofit committed to study abroad and intercultural exchange with extensive benefits and