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Director of Operations

Position Summary
GreatAuPair is seeking a dynamic leader with significant operational Au Pair Program experience to serve as Director of Operations.

If you’re a proven leader who brings out the best in others and appreciates cultural differences, then this role may be for you. As the Director of Operations, you will focus on operational efficiency, sales, employee development, crisis management, and the overall improvement of program delivery. You will provide your team with the tools, guidance, professional development, support, and ongoing training needed to be successful in their jobs. This position is an exciting work-from-home opportunity.

When you join GreatAuPairUSA, you join a culture of purpose and belonging – where your work matters. You will have a direct impact on thousands of people around the world.

You are cost-conscious and you look for ways to be fiscally responsible while ensuring operational excellence. You have a minimum of 5 years of management experience. You’re sharp yet humble and you have an appreciation for technology, and a solid knowledge of Microsoft Office applications, database systems, the Internet, and social media tools.

This is a pivotal leadership role aimed at enhancing GreatAuPair’s growth trajectory. You will identify new opportunities for value and process improvement. As the Director of Operations, you will be accountable for developing strategies that yield sustainable outcomes across departments under your management. You will be responsible for the day-to-day operations and growth of the company’s full-service Au Pair Program.

A key aspect of the role will be to provide strategic leadership within the organization while providing guidance to staff and holding them accountable for defined KPIs. The Director of Operations will be responsible for the day-to-day operations of the au pair program, including the field staff, sales staff, host family services, au pair services, international representatives, partners, and DOS compliance, as well as the program’s profitability.

The Director of Operations reports to the Senior Vice President.

Goals

  • Effectively manage GreatAuPair’s designated J-1 au pair program by achieving annual financial and profitability objectives, recruitment targets, and quality goals
  • Ensure the ongoing status as a designated sponsor of the au pair program.
  • Provide the largest pool of high-quality au pair candidates worldwide.
  • Provide the best quality of service in the au pair industry.
  • Increase customer satisfaction and success rates of au pair/host family matches.
  • Provide a culturally rich and rewarding experience for au pairs and host families.
  • Successfully expand the organization into new lines of business.
  • Provide positive organizational leadership demonstrating professionalism, teamwork, and vision.
Salary
GreatAuPair is offering this remote position with an annual salary range of $75K-$80K for candidates living in any US state other than CA or NY where the salary range is $80K – $95K plus a performance-based bonus.

Benefits
GreatAuPair provides health, dental, and vision benefits. Plan details may be obtained from the plan administrator.

Paid Time Off and Company Holidays
Two weeks of paid time off (PTO) per year plus 7 company holidays:
  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day +1
  • Christmas Day
About GreatAuPair
GreatAuPair was founded in 2001 on the principle that increased awareness leads to greater harmony and balance in one’s life and between nations. The purpose of GreatAuPair is to increase mutual understanding among people of all nations through intercultural living, education, work, and travel experiences. The Au Pair Program provides the ideal opportunity to expand awareness and acceptance between cultures and nations.

GreatAuPair is a global online international job matching service, designated by the US Department of State as a sponsor of the US Au Pair program.

Requirements

Qualifications
The successful candidate is an experienced and strategic-minded individual with a servant leadership style. You are a diplomatic and solution-oriented problem solver with excellent communication and time management skills who can juggle competing priorities and customer needs. Your entrepreneurial spirit and ability to think outside the box will allow you to bring forward new ideas to help grow the business.

  • A consummate professional with a minimum of 5 years of operations and management experience in the au pair industry and/or a minimum of 3 years as ARO or RO for a DOS-sponsored J-1 exchange program where you have been directly responsible for managing field staff, sales/marketing, recruitment, administration, communications, and or customer service in a leadership capacity.
  • A strategic leader with a grounded point of view, a global perspective, and a proven ability to identify opportunities and successfully execute initiatives.
  • A politically savvy individual with the ability to communicate and interact with DOS government officials with a proven ability to work effectively with a wide range of global constituencies.
  • Leadership qualities must include high ethical standards, sound judgment, professionalism, creativity, independence, initiative, self-directed, strategic planning, and teamwork with a proven ability to lead and motivate an organization to achieve its potential.
  • Exceptional communication and organizational skills, attention to detail, and effective time management.
  • A persuasive negotiator who is experienced in contracts, strategic alliances, and establishing partnerships on a global basis.
  • Efficient problem solver. Able to quickly analyze complex issues, identify challenges, and propose effective solutions.
  • Proactive. Must demonstrate the ability to anticipate and plan for problems before they arise.
  • Demonstrated experience in building teams and making critical personnel decisions.
  • Demonstrated ability to increase customer satisfaction and retention.
  • Excellent mediation and conflict resolution skills.
  • Mission-driven. Must be passionate about cultural exchange, motivated, industrious, and able to share the value behind the mission.
  • Demonstrated effectiveness in remote work and staff management.
  • Must have a quiet, dedicated home office equipped with a computer, printer, and high-speed Internet.
  • Excellent technical skills: adept with the Internet, apps, CRM, CMS, MailChimp, Google Docs, and the Microsoft Office suite of products.
  • Excellent written, verbal, and interpersonal skills.
  • The ability to motivate staff at all levels and serve as a mentor.
  • Social media, marketing, promotion, and sales experience are a plus.
  • Strong preference for international or cross-cultural experience; second/third language skills a definite plus.
  • 4-year degree minimum.

Job Duties and Responsibilities

Primary Responsibilities
This is a remote position for US residents living in the US. Candidates must demonstrate high levels of proficiency in the following areas.

  • Manage au pair program staff where you will ensure departmental objectives are met. Maintain necessary staffing levels. Train, coach, and mentor staff to support their success. Hold staff accountable for defined KPIs.
  • Oversee GreatAuPair’s Regional Managers to ensure the highest quality of service, customer satisfaction, compliance, operational efficiencies, and profitability in the field.
  • Utilize analytics and market research to inform strategic planning and decision-making processes, identify inefficiencies, and Implement processes, procedures, and systems as necessary to efficiently operate GreatAuPair’s full-service J-1 au pair program.
  • Strive to continuously improve operational efficiencies, cost savings measures, and policies that will improve the organization’s customer satisfaction levels and financial performance.
  • Implement and monitor organizational key performance indicators (KPIs) to provide accurate forecasts, budgets, and growth trajectory.
  • Serve as an Alternate Responsible Officer for GreatAuPair’s government-sponsored programs as required to administer each program and communicate with the US Department of State.
  • Support the Responsible Officer in carrying out the responsibilities for the exchange program as outlined in §62.11.
  • Ensure GreatAuPair’s 100% compliance with Au Pair Program regulations and US Department of State requirements, oversee annual audits, DS forms, and allotment requests.
  • Lead, direct, and evaluate the efforts of GreatAuPair staff to ensure the organization promotes continuous improvement and development.
  • Create an environment that fosters professional and personal growth, along with being the industry’s quality leader.
  • Successfully mediate escalated situations to the benefit of all parties by providing assistance, advice, and counseling as needed to staff, au pairs, and host families.
  • Conduct weekly status meetings with your teams.
  • Provide weekly status and progress updates to senior management.
  • Oversee and participate in emergency phone management (nights and weekends).
  • Oversee the exchange visitor insurance program to program requirements are met. Analyze annual loss ratios and negotiate rates and coverage with carriers on an annual basis.
  • Other duties as assigned.

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