Manager, Participant Support

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Road Scholar

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1975

✈️ Travel

🏨 Hospitality

📚 Education

Travel • Hospitality • Education

Road Scholar is a not-for-profit organization that offers educational travel and lifelong-learning adventures for adults (primarily age 50+), combining guided, themed trips around the world with online lectures and community programs. Founded in 1975 as Elderhostel, it provides multi-day learning-focused travel, resources like financial aid and solo-traveler support, and curated collections of trips spanning hundreds of destinations and special-interest topics.

📋 Description

• Lead, coach, and develop Supervisors and Participant Support staff • Oversee daily Participant Support operations, including workload distribution, prioritization, and escalation management • Ensure service levels, quality standards, and productivity targets are communicated and met • Resolve complex participant issues and support escalations • Manage ADA funding requests and specialized processes • Identify workflow inefficiencies and implement process improvements • Conduct root cause analysis to address recurring issues • Use data and performance metrics to monitor trends and inform operational adjustments • Communicate priorities, expectations, and updates across the team • Foster collaboration within the team and with cross-functional partners • Ensure pre-program issues are resolved accurately, efficiently, and with strong customer service • Support training on service fundamentals and quality expectations • Partner with internal stakeholders on initiatives and issue resolution • Contribute to departmental projects and process enhancements • Monitor and manage individual and team performance against metrics and goals • Hold team members accountable while providing guidance and support

🎯 Requirements

• 5–7+ years of progressive experience in service delivery or participant/customer experience environments • Hands-on operational experience with increasing responsibility for workflow management and service outcomes • Experience applying problem solving and continuous improvement • 3–5+ years of direct and indirect people leadership experience • Experience directly managing frontline staff and/or Supervisors • Experience supporting team performance, coaching, and development • Experience with performance metrics, quality standards, and team-level reporting • Experience partnering cross-functionally to drive improvement • Bachelor's degree or 5 years’ experience in a high-volume Call/Contact Center • Ability to prioritize workload; deadline-driven, autonomous, and results-oriented • Excellent organizational and problem-solving skills • Excellent written, email, verbal, and phone communication skills; highly polished presenter • Strong ability to coach and develop • Ability to make high-level decisions and recommendations • Practices mutual respect, kindness, appreciation of diversity, openness, honesty, cooperation, and camaraderie • High proficiency in Microsoft Word Suite (Excel/Word/PowerPoint) • Exceptional leadership skills and ability to supervise people with varying backgrounds and experience • Ability to facilitate weekly one-on-one and team meetings with direct reports • Understanding of a wide variety of information technology systems and services; ability to learn new software quickly • Quality-driven, highly motivated, and attentive to detail and accuracy • Flexibility and ability to work on several projects simultaneously • Proven track record of superior leadership, team building, and change management • Cover letter required with resume

🏖️ Benefits

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!) • 403(b) Retirement Plan with a company match of 5% after 1 year of employment • Up to 20 days of PTO annually • Paid week off at the end of December, in addition to PTO • Generous employee discounts on Road Scholar programs • Optional IATA membership • LinkedIn Learning access • Other professional development opportunities • Fully remote work environment