Au Pair Services Manager

International Responsibility - Flexible, Work-From-Home Opportunity!

The Au Pair Services Manager defines, implements, and directs international strategies for au pair recruitment through GreatAuPairUSA sending agents.

The Au Pair Services Manager must ensure the recruitment of high-quality au pairs, which requires frequent discussions with our sending agents across the globe. Fluency in additional languages is a plus.

This is a leadership and management position requiring a diplomatic, take-charge attitude. You will lead the Au Pair Services team to meet or beat the monthly KPIs and department objectives. This requires experience in setting goals, defining strategies, and implementing tactics. You must be able to identify issues and resolve challenges proactively.

This is a work-from-home, roll-up-your-sleeves, international leadership opportunity with all aspects of the position managed virtually. Work hours can vary, with some late-night and early-morning calls. This position reports to the Senior Vice President.

Requirements

The Au Pair Services Manager serves in a leadership role directly responsible for the au pair experience and international sending agent relations. Since the Au Pair 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.

Bachelor’s degree or equivalent

Previous experience working in the J-1 sector is preferred

Must have excellent English written and verbal communication skills to communicate with customers, co-workers, and sending agents

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, and the ability to multitask

Previous leadership experience managing a staff of five (5) or more

Remote work and management experience preferred

Must have a computer and high-speed Internet

Must be technically proficient with online apps including Microsoft and Google.

A dedicated home office and quiet space are required

Ability to manage daily phone calls and emails

Multilingual preferred (English, Portuguese, Spanish, German)

Working knowledge of Microsoft 365 and Google Suite products, CRM systems, databases, video chat applications, Internet and social media applications

Job Duties and Responsibilities

Sales/Marketing/Public Relations

Govern sending agent relationships

Plan and allocate resources to effectively manage staff and accomplish the work to meet or beat weekly and monthly recruitment goals

Track au pair recruitment efforts and determine the best strategies for conversion of high-quality au pair candidates

Develop international contacts and identify areas for expansion

Oversee social media for international contacts and au pairs

Host monthly continuing education meetings with sending agents

Assist in the development of and manage the utilization of marketing collateral

Administration

Closely monitor staff overseeing the review process (photos, documentation, essay, etc.) for incoming au pair applications

Track and report on recruitment efforts

Notify appropriate staff of any concerns with the suitability of applicants

Create and/or modify sending agent contracts

Field internal and external post-match calls (questions about timing, visas, admissions process, etc.)

Ensure online records are updated and current as required for all interactions

Manage staff to ensure all au pair records are properly organized at all times to meet Department of State requirements

Prepare documentation as requested by the Department of State relating to any exchange visitor

Assist the Senior Vice President and the IT team with process refinement and development

Update and develop training documents for all positions within the Au Pair Services department

Attend to various scheduled administrative tasks

Assist in the annual Department of State reporting requirements and management review

Customer Communication and Problem Resolution

Establish and build trust with overseas 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

Assist Regional Managers with investigating 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 sending agents to support au pairs throughout the program year

Assist au pairs through the re-match process as needed

Other Responsibilities

Coach, mentor, and develop staff, including overseeing new employee onboarding

Per GreatAuPair’s policies and procedures, provide oversight and direction to staff, ensuring adherence to Department of State guidelines and maintaining compliance

Maintain transparent communication. Appropriately communicate information through department meetings, one-on-one meetings, chat, and video conferencing

Assist the Senior Vice President in planning staffing levels

Participate in “Emergency call” phone rotation

Other duties as assigned

Compensation

$50-$62K DOE