National Program Support Manager

Position Summary:

Manage essential operational, administrative and customer service functions of the Ayusa program.

Duties & Responsibilities:

  • Manage the resolution of highly escalated student support and insurance issues
  • Ensure fulfillment of SEVIS, CSIET, DOS and other reporting requirements
  • Cooperate with Operations on preparation and review of CSIET/DOS annual compliance audit materials
  • Co-develop strategies for implementation of new DOS regulations
  • Serve as ARO
  • Maintain relationship with DOS Compliance Department
  • Draft responses to DOS complaints
  • Submit DOS Student Incident Reports and updates
  • In cooperation with RSS’s, evaluate student support and operational processes for ongoing improvements in efficiency and customer service
  • Evaluate and develop/revise policy statements pertaining to students and host families
  • Evaluate and develop/revise operational program policies and procedures
  • Recommend and communicate dismissals and withdrawals to students and OSPs
  • Supervise the development/revision of field staff training and student/host family orientation materials
  • Interface with Marketing on annual revisions of Handbook

Additional Responsibilities

  • Participate in 24/7 emergency on-call support service

Knowledge, Skills & Attributes

  • Minimum five years direct management experience
  • Experience working in international education or student exchange
  • Able to balance competing priorities, complex situations, tight deadlines and thrive under pressure
  • Skill in examining and re-engineering operations and procedures
  • Excellent analytical and problem-solving skills
  • Able to think both creatively and strategically
  • Ability to exercise good judgement and collaborate in politically sensitive environments
  • Cross-cultural communication is a must
  • Ability to successfully mediate and negotiate with diverse individuals and groups
  • Proficiency in Microsoft Office and relational databases

Travel

  • Some domestic and international travel
  • Passport required