Overview

Summary

  • Management of the day to day operations of the Nation Support Team and Programs team, to ensure the best experience for all customers from the point of program purchase through to end of their program, underpinned by Remotes Year’s brand pillars

Key Areas of Responsibility (supported by Programs Team and Nation Support Team where applicable)
Please note that while extensive, the below responsibilities are not exhaustive based on additional business needs.

Nation Support –

  • Day to Day Management of the Nation Support Team, who are the customer service team for Remotes (clients) post sale
  • Manage the ‘Onboarding’ process, including all Nation Hub (our online platform for communication within our community) and other related content, for all Nation members who join a program, with a view to constantly improve based on product changes and customer feedback.
  • Ambassador for correct management expectations, and how to weave into all Onboarding and Delivery operations
  • Identify the need to any additional ad-hoc pre-program communication is delivered and managed well, including itinerary changes or changes to RY platform
  • Handle any escalations for customers within the ‘Onboarding’ stage

 

Traveling Communities

  • Management, including hiring and training, of all new Travelling Community Leaders, within RY DEI guidelines
  • Assist in the hiring and training of all new City Community Leaders, within RY DEI guidelines
  • Manage the allocation of Traveling Community Leaders to programs
  • Manage all Community Leader monthly tasks to ensure expected timelines for communicated deliverables are met, and consistent in all destinations
  • Develop the best community experience for all Remotes, across all programs types and customer types
  • Develop sustainable strategy for professional development opportunities for Remotes on program
  • Foster collaboration and great working relationship building between CLs and City Teams to ensure best delivery of platforms and experiences for each month
  • Monitor feedback from Remotes to ensure continuous improvement of program delivery to drive high NPS
  • Act as an escalation point with Remotes on program, when required
  • Advise teams on how to handle difficult situations
  • Drive a healthy Programs Team culture, and monitor feedback from Programs team to ensure suitable support is given when needed
  • Monitor Community Leader & Program Manager related budgets to ensure within budget
  • Handle Program Team Code of Conduct matters, or general poor performance

Cross Team Collaboration

  • Working with the Content Team, help identify and leverage content opportunities within delivery team, both staff and Remotes
  • Working with the People & Culture team, assist with Onboarding staff
  • Working with People & Culture team, implement Continual Professional Development sessions for the programs team so that they are supported throughout their journey
  • Commercial Operations team, to make sure any cancellations / changes / last minute bookings are well communicated across all teams
  • Community Engagement team, to embed brand values and pillars within remote Communities, including Positive Impact initiatives
  • Working with the Customer Success Team, seek to improve access to customer service support
  • Assist the Experience Centre of Excellence, to ensure marketplace experiences are being well managed and relevant Marketplace KPIs are on target
  • Working with the tech team to ensure all program delivery tech is optimized for use, both internally and customer facing
  • Serve as on call emergency response for any critical incidents

Experience and Skills

  • Previous experience leading RY programs (desirable)
  • Strong understanding of the RY community lifecycle/journey
  • Community and event curation experience
  • Experience recruiting and training a team
  • Experience managing teams
  • Extensive experience handling difficult customer situations
  • Passion and commitment for creating a diverse, equitable and inclusive space for our Community, including staff
  • Ability and reputation for leading by example
  • Confident in facilitating group workshops / public speaking
  • High level of emotional intelligence and empathy
  • Pragmatism and resilience
  • Flexibility to work irregular hours
  • Ability to travel at short notice

About Remote Year

Remote Year is the leading global community-based travel platform that sparks boundless and borderless opportunities for growth and change through remote working and immersive local experiences. Since 2015, we have facilitated over 100 life-changing programs in 40+ destinations for over 5,000 individuals, and we are proud of our Excellent (4.6) Trustpilot rating.

We believe in the transformative power of travel, and empower people to unleash their human potential as they live, work, learn, and grow in the world’s most inspiring destinations on our 1-month trips or our 4-month and 12-month journeys.

We are pioneers in remote working, and as a fully remote and virtual company, we believe that travel and remote work lead to innovation, exploration, and personal and professional growth.

Why work with us?

  • We offer a competitive compensation
  • You will work fully remote. Like on our programs, the world is your office. Choose your base or next location
  • You will join a diverse, globally distributed team, passionate about everything “remote”
  • You will have the opportunity to join our programs

Diversity, Equity & Inclusion Commitment:

Remote Year is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees to show up authentically and an inclusive and diverse travel environment for all of our participants to practice global empathy.