Delivery Program Manager

Company Introduction

WorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.

Job Description:

The Program Manager is responsible for the planning and execution of an educational experience program while maintaining key organizational metrics.  The role involves direct management of internal staff, project coordination with multiple internal stakeholders, communication with clients and vendors, close attention to detail, and an ability to make business decisions confidently. The Program Manager will lead, train, and develop a team of support staff to accomplish performance expectations.  The Program Manager will report to a Program Director. This position requires approximately 10%-20% annual travel.

Responsibilities:

• Develop, maintain and manage relationships with vendors and internal customers on all organizational levels. 
• Directly manage program budget through accurate forecasting, maintenance and reconciliation to guarantee programs meet time/budget requirements and are executed in accordance with contract documents and business goals. 
• Report out on assigned program budget health to varied stakeholder audiences
• Responsible for your assigned team’s educational programs to ensure that they run smoothly.   
• Program-related functions and workflow tasks are completed timely and accurately. 
• Ensure that all team members for which you are responsible comply with excellent customer service and quality delivery. 
• Focus on continual customer experience improvement using staff, student, parent and market data and take initiative to implement and/or suggest improvements to delivery
• Review and update processes to enhance efficiencies and bolster collaboration. 
• Provide leadership, motivation, direction, and support to your respective team to drive key business objectives.
• Analyze program performance and provide constructive direction to team members. 
• Participate in the hiring process for full-time and seasonal staff, lead placement decisions, effectively coach and manage staff teams, lead the employee separation process when and where applicable.
• Actively participate in and administer coaching plans
• Lead projects and initiatives that grow program development. 
• Ensure that team members are adequately trained and identify additional training needs to achieve and maintain high quality standards. 
• Plan and execute assigned programs through coordination with various internal and external stakeholders (e.g. curriculum development, arrange field excursions, recruit guest speakers, plan academic workshops). 
• Respond to all customer service needs 
• Work strategically with other departments (e.g. Marketing, Enrollment, Program Operations) to develop concise, accurate messaging for all phases of programs). 
• Prepare status updates or reports for leadership as appropriate. 
• Provide support on other projects and tasks as requested by leadership 
• Demonstrate sound decision-making and problem-solving skills for field-based situations (staff management, student issues, weather/event alterations, customer escalations, etc.) 
• Represent the organization in a professional manner to various audiences (participants, parents, vendors, speakers, supporting organizations, etc.). 
• Monitor student experiences throughout programs including assisting students with questions, concerns, and coordinating accommodations.  
• Create a safe, inclusive, and stimulating work and program environment for all participants and team members
• Embody WorldStrides values and demonstrate best practices serving as a positive leader and role model to all team members, participants, and their families
• Positively, consistently, and effectively receive, apply, and provide feedback in alignment with Envision by WS values and professional expecta