Program Manager, Travel – Guest Service & Administration

The Cal Alumni Association (CAA) provides all Cal graduates with rewarding connections to the university, to fellow alums, and to current students. Founded by the original graduates of the University of California in 1872, the Cal Alumni Association today represents more than half a million alums living throughout the world.

Our mission is to cultivate a lifelong relationship with our alma mater by connecting and inspiring alums, students, and the campus community through meaningful and inclusive opportunities. We foster a culture that celebrates diversity, creates a sense of belonging, and advances equity.

Cal Alumni Association is seeking a customer-centric Guest Service & Administration Program Manager to join Cal Discoveries Travel, our educational travel program serving alumni, faculty, and friends of the University of California, Berkeley.

Position overview: 

The Program Manager plays a central role in the day-to-day operations of Cal Discoveries Travel, serving as the primary point of contact for travelers and ensuring a high-quality guest experience. This position oversees customer service across phone, email, and occasional in-person interactions, while managing detailed reservation processing, payment administration, and high-volume data entry.

In addition to guest services, the Program Manager supports the operational delivery of both standard tours and direct-operated “Eureka” programs by maintaining the accuracy and integrity of traveler and trip data, executing pre- and post-trip communications, and coordinating vendor materials and program documentation. Working closely with internal teams and external partners, this role ensures seamless traveler experiences, upholds program quality and efficiency, and contributes to departmental goals related to traveler satisfaction, operational excellence, and net revenue targets.

The ideal candidate will be detail-oriented, organized, and have strong project coordination skills. Experience or interest in international travel planning, logistics, and program development is highly valued. A collaborative, team-oriented mindset and the ability to work effectively with departments such as Marketing and Accounting are essential. Strong communication skills and a commitment to building positive relationships with both internal colleagues and external partners are key to this role’s success.

Supervision: 

The Guest Service & Administration Manager reports to the Sr. Program Manager, Cal Discoveries. 

Location and Work Schedule: 

The position is located in Berkeley, CA at the Alumni House on the University of California, Berkeley campus. Work hours must be in line with traditional business hours to provide real-time customer service and support to our passengers. The position is eligible to work a hybrid schedule in line with job duties and business needs, with some time working in the office and some time working remotely each week. Must be able and willing to work occasional evenings and weekends to support CAA and campus events. Please note that remote work must be performed in the state of California.

Commitment to Diversity and Inclusion:

The Cal Alumni Association seeks candidates whose backgrounds and experiences have prepared them to support and contribute to our commitment to diversity, equity, inclusion, and belonging. We welcome applicants who bring an understanding of and appreciation for the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our global alumni community.

Travel Expectations: 

Able and willing to travel domestically in the United States and internationally to serve as the Tour Manager for 1 to 2 domestic or international Cal Discoveries trips per year, if needed. May also be assigned to an additional Eureka trip, contingent upon staffing needs and budget considerations. When possible, advance notice of 30 days or more is provided, but there may be instances where you may be asked to travel at the last minute to fill in for a Tour Manager that is no longer able to lead the trip.

Pay and Benefits:  

This position is classified as an at-will, full-time, exempt position. The pay range is $70,000-$72,000 annualized.  This job is eligible to participate in healthcare benefits, a retirement plan with company match, and generous vacation and holiday time-off.  CAA staff, while not University of California employees, are eligible for many UC Berkeley staff programs, professional development and networking opportunities, and discounts on campus. We have a friendly and professional environment, and we pride ourselves on our team approach.

Responsibilities:

• Answer phones, messages, and emails to provide customer service to travelers inquiring about trips.
• Maintain accuracy and integrity of database: data entry of reservations, brochure requests, tour components, inventory, etc.
• Enter and update traveler, tour, and vendor records in the reservations system.
• Execute passenger correspondence, including confirmations, final documents, brochure fulfillment, and promotional and other mailings.
• Lead a significant portion (appx. 33%) of guest-facing pre-departure briefings and pre-trip calls.
• Manage past traveler coding in the campus alumni database.
• Verify CAA membership status.
• Provide administrative support to all Cal Discoveries programs, such as (but not limited to):
• Filing trip documents/updates from tour operators.
• Maintaining email and voicemail out of office alerts/messages, etc.
• Organizing physical brochures.
• Ordering, organizing, and distributing office and tour supplies.
• Post-trip email opt-in follow up (subscribing guests to lists).
• Reviewing passenger count lists from tour operators.
• Manage payment processing for Eureka trips, including final payment follow-ups and processing guest payments via Authorize.net and mail.
• Maintain Eureka trip organization and workflow by inputting all trip cycles into project management software for team collaboration.
• Assist in the creation and design of essential trip documents using InDesign.
• Support on-site operations for trips if/as needed to ensure smooth program execution.
• Manage Dropbox Sign documents for Eureka programs.
• Support Cal Discoveries and broader CAA events. 
• Perform other duties as assigned, including cross-office coverage during staff travel.

Required qualifications:

• Excellent customer service and communication skills on the phone, in writing, and in person
• 3-5 years experience with high-volume data entry and customer service, travel industry experience preferred
• Professional presentation, demeanor, conduct, and performance with strong interpersonal skills
• Proven to have strong attention to detail and organizational skills
• Data entry skills with the ability to input a large volume of data with a high degree of accuracy
• Ability to work with confidential and sensitive information, and follow data security protocols
• Ability to prioritize and perform multiple activities and projects concurrently
• Ability to learn and adapt quickly and to work cooperatively
• Proficiency with Microsoft Office and Google Drive (spreadsheets, word processing, database applications)
• Ability to work effectively and diplomatically with diverse groups
• Ability to lift a suitcase, push, pull, and lift up to 50 lbs.
• Must submit to Consumer Report, motor vehicle, and FBI/DOJ fingerprint background investigations

Preferred Qualifications:

• College graduate
• UC Berkeley alum
• Travel or hospitality industry experience
• Experience with CRM (customer relationship management) technologies
• Familiarity with UC Berkeley and/or the Cal Alumni Association