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Regional Manager

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 Senior Regional Manager 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 enjoy travel and the opportunity to connect in person with your team. 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:

  • 4-year degree or similar 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 with the ability to multitask
  • Remote work and management experience
  • Must have an automobile, 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
  • Working knowledge of Microsoft Office, database, Internet and social media applications
  • Passion for cultural exchange program development
  • Passion for increasing 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 a plus
  • Strong preference for international or cross-cultural experience; second/third language skills a definite plus

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 trainings 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 Regional Manager.

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