Au Pair Services Manager

Flexible, work-from-home opportunity with international responsibility!

The Au Pair Services Manager is responsible for planning, directing and overseeing the operations and fiscal health of the Au Pair Services Department within GreatAuPair USA. This position is responsible for overseeing and leading the work of the Au Pair Services team. The Au Pair Services Manager is also responsible for planning and maintaining systems, procedures, and policies that enable and encourage the optimum performance of staff. This position will report to the Vice President of Program Operations and will be an important member of the Au Pair Services team. This is a fast-paced work-from-home, detail-oriented opportunity with all aspects of the position being managed virtually.

Requirements

The Au Pair Services Manager serves in a leadership role directly responsible for the au pair experience and international partner relations. Since the Au Pair Family Services Manager handles escalated au pair issues, this position requires a high level of professionalism, excellent conflict resolution skills and a solid understanding of the au pair program regulations.

The successful candidate will possess the following qualities, assets, skills and experience:

• Bachelor’s degree or equivalent
• Previous experience working in the J-1 sector
• Must have excellent written and verbal communication skills to communicate with customers, co-workers and partners
• Must have proven ability as a self-starter who can work independently, take initiative and get tasks done in a timely manner
• Excellent problem-solving skills
• Exceptional organizational skills, attention to detail with the ability to multitask
• Previous leadership experience managing a staff of 5+
• Remote work and management experience
• Must have a computer and high-speed Internet
• A dedicated home office and quiet space to work are required
• Ability to manage phone calls and emails on a daily basis
• Bilingual preferred
• Working knowledge of Microsoft Office, CRM systems, databases, Internet and social media applications

Job Duties and Responsibilities

Sales/Marketing/Public Relations

• Plan and allocate resources to effectively staff and accomplish the work to meet weekly and monthly recruitment goals
• Track au pair recruitment efforts and determine best strategy for conversion
• Develop and maintain international contacts
• Manage social media for international contacts and au pairs
• Oversee the management of Partner/IR relationships
• Monthly Skype meetings with Partner agencies
• Assist in the development of and manage the utilization of marketing collateral

Administration

• Oversee the review process (photos, documentation, essay, etc.) for incoming au pair applications and notify appropriate staff of any concerns with the suitability of the applicant
• Create and/or modify IR/Partner contracts
• Field internal and external post-match calls (questions about timing, visas, admissions process, etc.)
• Update online records as required for all interactions
• Manage staff to ensure all au pair records in online meet DoS requirements. All documents are organized and in place at all times for audit
• Assist the Vice President of Program Operations and the IT team with process refinement and development
• Create training documents for all positions within the Au Pair Services department
• Attend to various scheduled administrative tasks
• Weekly reporting of au pair recruitment numbers
• Prepare documentation as requested for all DoS submitted Au Pair Incident/Complain forms
• Assist in annual audit

Customer Communication and Problem Resolution

• Establish and build trust with Partner/IR contacts
• Represent the company as the primary point of contact for all internal communication via phone and email; direct inbound calls to appropriate staff as needed
• Quickly and professionally resolve internal/external escalated issues
• Investigate site problems and complaints. Communicate with others regarding resolution as needed
• Respond to any negative international social media reviews
• Assist staff with au pair placement issues and coordinate with IR/Partner to support au pair throughout the program year
• Assist au pairs through the re-match process

Other Responsibilities

• Coach, mentor, and develop staff, including overseeing new employee on-boarding
• Provide oversight and direction to staff in accordance with GreatAuPair’s policies and procedures, in addition to ensuring adherence to Department of State guidelines and maintaining compliance
• Maintain transparent communication. Appropriately communicate information through department meetings, one-on-one meetings, email, and IM
• Assist the Vice President of Program Operations in planning staffing levels
• Participate in “Emergency call” phone rotation
• Manage to established recruitment goals for Partner/IR recruitment
• Other duties as assigned