Team Lead (Higher Education)

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 Team Lead, Program Management serves as a leader to a team of Program Coordinators in regards to day-to-day program development and operations. They will provide support to Sales, Account Management, and Operations teams actively selling and delivering programs to university clients by ensuring completeness and accuracy on all new opportunities, pricings, and proposals. Goals center around growing sales and maximizing customer experience.

Responsibilities:

• Maintain accurate and up-to-date documentation.
• Maintain knowledge of company policies and procedures so as to serve as an effective resource for staff.
• Support company policies and management decisions with a sense of urgency and professionalism.
• Foster communication within the department, with other departments, and with management.
• Seek out and participate in internal and external programs that facilitate personal and professional growth.
• Identify and discuss personal and professional growth goals with Manager, Senior Manager, or Director.
• Write and deliver performance appraisals on an annual basis.
• Attend and contribute to team meetings (Program Management/Product Delivery/Sales/etc.).
• Develop and maintain a culture of teamwork, positive communication, and fulfilling the WorldStrides mission.
• Support and manage a small team of Program Coordinators, using resources to monitor and develop team productivity
• Interview, develop, and mentor new Program Coordinators in coordination with Manager
• Work towards a smooth transition of the Program Development team to Product Delivery
• Support Manager, Senior Manager, and Director in other projects as needed

Program Development

• Assist Program Development team to research program destinations, develop itineraries, and produce proposals with a high attention to detail, while meeting client expectations.
• Review, develop, and audit tour requests, ensuring logistical feasibility and accuracy.
• Communicate with clients via phone conversations (proposal walkthrough calls) and emails as requested by Sales and Account Management, while maintain excellent customer service and understanding of client needs.
• Collaborate with Sales, Account Management, and Operations to optimize Program Development functions and ensure the appropriate processes, systems, and controls are in place to price and produce high-evaluated, top-quality custom program with healthy margins and quick turnaround times.
• Work closely with Manager to ensure assignment of assessments to the appropriate teammates.
• Assist the Manager on training Program Coordinators on all functions of the proposal building process.

Reporting & Development

• Maintain service-level agreements (SLA) set by division leadership and use discretion where necessary to maximize sales.
• Work closely with department colleagues, systems developers, and other internal staff to improve customer experience and reduce manual work. Continually collaborate with management to develop and implement new internal processes, rules, and procedures based on needs of the business.
• Look for opportunities within WorldStrides to share program development/proposal expertise, with the possibility of expanding services to other product lines.

Team Management

• Oversee a small team of Program Coordinators, assist with technical questions, and train on best practices.
• Provide frequent and consistent performance feedback to ensure a high-performing team.
• Host 1:1s to instill a culture of teamwork. Build connectivity to greater Program Management team and global Product Delivery teams.

Qualifications:

• Advanced English.
• Highly organized.
• Travel industry experience.
• Detail oriented.
• Team player

Work Perks:

• Fun & driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance.
• +10% of gross salary as food stamps.
• 1 paid volunteer day & 25 PTO* days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Statutory Holidays by Mexican Federal Labor Law.
• Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
•  Flexible work schedule providing on-site and hybrid opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness opportunities.
• Employee Assistance Program (EAP)
• Paid statutory parental leave.