Program Manager - IAHQ

About the role Our Program Managers are responsible for all interactions with participants from the moment they first make an inquiry or submit an application through to the completion of their travel. Program Managers become the single point of contact, helping participants find the program that is right for them and supporting their preparations for the unique and exciting experience of a program abroad. Our participants come from all over the world, primarily the US and Europe, so all customer interactions are online or over the phone. As well as looking after participants, Program Managers also manage their own portfolio of programs, owning relationships with local program operators. They work closely with teams around the world to maintain program quality and performance, coordinate arrivals, and ensure our programs continue to deliver impact for both participants and the local communities they support. Key responsibilities All pre‑application communications with potential participants, including responding to inbound enquiries via webform, chat, email, video calls and phone Review applications to ensure volunteers satisfy the criteria to participate in their chosen project and to confirm availability for their travel dates Manage all communications with participants post‑application to maximise conversions to paid bookings Enthuse about supplementary products to upsell registered participants on insurance, flights, program upgrades and tourism packages Resolve customer complaints in the best ways possible Be the operational point of contact for local teams across a portfolio of programs/destinations Support the continual improvement and development of programs through optimisation of product offering, website copy, and operational best practices Manage program quality to maintain or exceed performance standards through the assessment of feedback, identifying thematic issues, and coaching local teams through necessary improvements About you Prior experience in customer service and sales both online and over the phone Strong accuracy, attention to detail, organisational skills, and ability to prioritise tasks Ability to think creatively, adapt quickly, and find solutions under pressure Excellent written and verbal communication skills Friendly, collaborative and can‑do attitude Strong work ethic and proven ability to work independently and as part of an international team Smart problem‑solving and critical thinking abilities, with experience in collaborating with multiple stakeholders to reach solutions An understanding and appreciation of cultural diversity, coupled with empathy for the personal challenges our volunteers may face Experience within the travel industry and/or overseas travel will be an advantage Additional languages beyond English are a benefit but not a requirement Benefits Company‑funded Health and Life Insurance Mac laptop Mobile plan subsidy International travel to program destinations The successful candidates must be situated at our head office in New Plymouth. We will not consider remote candidates. HQ TRAVEL WILL NOT SPONSOR WORK VISAS. PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY AUTHORISED TO WORK IN NEW ZEALAND. #J-18808-Ljbffr