Manager, Participant Support

The Manager of Participant Support is accountable for the performance and effectiveness of the Participant Support team, overseeing daily operations such as workload distribution, prioritization, continuous improvement, empowerment, and delegation. This role is focused on driving efficiency and performance, holding the team accountable to their goals and managing their performance. The Manager will develop and refine departmental plans to address resource and operational challenges, ensuring pre-program issues are resolved with accuracy, timeliness, and exceptional customer service. The Manager will lead and coach Supervisors who in turn will lead and coach their teams of coordinators.

Additionally, the Manager will work closely with other Road Scholar departments-including Marketing, Participant Experience, Travel, and Programs-to improve workflow efficiency, increase enrollments, and advance departmental objectives., * Lead, coach, and develop Supervisors and Participant Support staff to achieve performance goals and maintain a positive, engaged team environment

• Reinforce a culture of accountability, continuous learning, and participant-focused service delivery
• Support hiring, onboarding, and performance management, including coaching, feedback, and development planning

Operational Execution & Service Delivery

• Oversee daily Participant Support operations, including workload distribution, prioritization, and escalation management
• Ensure service levels, quality standards, and productivity targets are consistently communicated and met
• Resolve complex participant issues and support escalations with sound judgment and a focus on satisfaction
• Manage ADA funding requests and other specialized processes with precision and compliance

Process Improvement & Problem Solving

• Identify workflow inefficiencies and implement improvements across intake, case handling, and resolution processes
• Conduct and apply root cause analysis to address recurring issues and improve service outcomes
• Use data and performance metrics to monitor trends and inform operational adjustments

Communication & Team Alignment

• Communicate priorities, expectations, and updates clearly to ensure alignment across the team
• Foster collaboration both within the team and with key partners to support effective service delivery
• Encourage proactive communication and thoughtful issue escalation

Participant Experience & Quality

• Ensure pre-program issues are resolved accurately, efficiently, and with strong customer service
• Reinforce service standards that enhance participant satisfaction and overall experience
• Support training on service fundamentals and quality expectations

Cross-Functional Support & Execution

• Partner with internal stakeholders to support initiatives, resolve issues, and maintain alignment on participant needs
• Contribute to departmental projects and process enhancements impacting Participant Support

Performance & Accountability

• Monitor and manage individual and team performance against established metrics and goals
• Hold team members accountable while providing guidance and support to drive results

• 5-7+ years of progressive experience in:
• Service delivery or participant/customer experience environments
• Hands-on operational roles with increasing responsibility for workflow management and service outcomes
• Application of problem solving and continuous improvement
• 3-5+ years of direct and indirect people leadership experience including:
• Directly managing frontline staff and/or Supervisors
• Supporting team performance, coaching, and development
• Contributing to performance outcomes for a team or functional area
• Experience with performance metrics, quality standards, and team-level reporting
• Partnering cross functionally to drive improvement
• Bachelor’s degree or 5 years’ experience in high volume Call/Contact Center
• Ability to prioritize workload, deadline driven, autonomous, and results oriented
• Excellent organizational and problem-solving skills, ability to retain, organize, and access large amounts of information
• Excellent written, email, verbal and phone communications skills required; must be a highly polished presenter
• Strong ability to coach & develop
• Ability to make high level decisions and recommendations
• Practices the principles of mutual respect, kindness, and appreciation of diversity. Deals openly and honestly with others, and does so in a true spirit of cooperation and camaraderie
• High level of proficiency in Microsoft Word Suite (Excel/Word/PowerPoint)
• Possesses exceptional leadership skills and ability to supervise people with varying backgrounds and experience
• Facilitate weekly one on one and team meetings with direct reports
• Exposure to, and understanding of, a wide variety of information technology systems and services; ability to learn new software quickly required
• Quality driven; highly motivated; attention to detail and accuracy
• Flexibility; open to challenges; skilled at working on several projects simultaneously
• Proven track record of superior leadership, team building, and change management

3.33.3 out of 5 stars United States Remote $75,000 - $82,000 a year, Pulled from the full job description

• 403(b) matching
• 403(b)
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, Road Scholar offers a remote work environment. The compensation range for this exempt level salaried position is $75,000 - $82,000 based on experience., We offer a competitive compensation and benefits package!
• 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, accrued every payroll cycle
• Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• As a Road Scholar employee, you can opt-in to receive an IATA membership
• We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
• That’s right, we’re fully remote!
• To learn more about our benefits offerings, check us out at https://www.roadscholar.org/careers/ (https://www.roadscholar.org/careers/)

Road Scholar is the nonprofit world leader in educational travel for older adults. Our mission is to inspire adults to learn, discover, and travel. With thousands of programs across the globe - including in-person, online, and on the water-we believe curiosity is the key to a well-lived life.

At Road Scholar, we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve.

In addition, we are dedicated to being an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations.