If you’re a proven leader who appreciates cultural differences, and you can gracefully resolve escalated customer service issues while thriving in a work-from-home environment, then this role may be for you. As Regional Manager, you must be able to think quickly on your feet, multitask, be comfortable with crisis management, and provide your team with guidance, professional development, support, the tools and ongoing training needed to be successful in their jobs.
The Role
The Regional Manager role is an essential part of GreatAuPair’s excellent customer service. The Regional Manager is responsible for the supervision, ongoing training and development of Local Childcare Coordinators who directly support au pairs and host families in their communities to enjoy a yearlong cultural exchange and childcare program.
The Regional Manager reports to the Vice President of Program Operations and is responsible for meeting regional goals for host family recruitment, monthly placements and area expansion, ensuring regional compliance with the Department of State J1 visitor program regulations, timely resolution of escalated host family/au pair/staff issues, hiring strategies, contract management, budgets, regional payroll, and cultural event planning.
The successful candidate could be characterized as a quick learner with superior communication skills and a commitment to quality customer service that is second to none. You are a diplomatic and solution-oriented problem solver who is capable of helping program participants make the most of their experiences. You have superior organization and time management skills that help you to juggle competing priorities and customer needs. Your entrepreneurial spirit and ability to think outside of the box will allow you to bring forward new ideas to enhance your region and the organization as a whole. You take pride and ownership over your region and are motivated to reach annual performance targets in sales and customer service. Adherence to State Department regulations remains your top priority as you ensure that the area you supervise is 100% compliant. You are cost conscious and look for ways to be fiscally responsible while ensuring excellent customer service. You have a minimum of 5 years of management experience, a solid knowledge of Microsoft Office applications, database systems, Internet and social media tools.
Requirements
The successful candidate will possess the following qualities, assets, skills and experience:
5 years of management and/or leadership experience in appropriate fields, including sales/marketing, recruitment, administration, communications, human resources or customer service
Must have excellent written and verbal communication skills to communicate with field staff personnel, partners, government entities, and others critical to the agency’s success
Excellent mediation and conflict resolution skills
Exceptional organizational skills, attention to detail, and the ability to multitask
Remote work and management experience
Must have a quiet, dedicated home office equipped with a computer, printer, and high-speed Internet
Ability to serve as the point person for escalated issues in the field
Working knowledge of Microsoft Office, database, Internet, and social media applications
Passion for cultural exchange program development
Demonstrated ability to increase customer satisfaction and retention
Consistent, positive “can-do” attitude with the confidence to back it up
Must be kind, authentic, friendly and courteous
Promotional and sales skills are a plus
Strong preference for international or cross-cultural experience; second/third language skills a definite plus
4-year degree or similar experience
Job Duties and Responsibilities
The Regional Manager has the following duties and responsibilities
Develop and implement regional and corporate outreach plans for the recruitment of host families and the placement of au pairs
Recruit, train, and develop the appropriate staffing levels within the assigned region as necessary to attain placement goals
Monitor and track the financial resources of the region, including payroll, expense reports, and non-cash incentive parameters
Assure 100% compliance with all Department of State Au Pair Program regulations
Ensure all tasks assigned to the Local Childcare Coordinator team are completed in a timely manner
Maintain complete and accurate database files of each host family/au pair placement
Provide assistance, advice, and counseling as needed throughout the program to staff, au pairs, and host families
Mediate escalated situations, working with field staff and headquarters to obtain the necessary statements and documents to substantiate the circumstances of an issue
Act as a liaison for regional communications with headquarters
Spearhead marketing efforts in the field
Participate in weekly headquarter conference calls
Provide weekly status and progress updates
Complete online training and Annual DOS Certification
Conduct bi-weekly conference calls with your team
Additional hours as necessary for emergency phone management (nights and weekends)
Other duties as assigned by the Senior Vice President