Director of Field Operations
WorldStrides
Washington, D.C. Area
3d ago

WorldStrides is the global leader in educational travel and experiential learning. The company was founded over 50 years ago and has grown to provide a wide range of programs for more than 550,000 students annually from more than 5,000 K12 schools and universities to over 100 countries around the world.

WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports.

Each of these experiences helps students to see beyond the classroom and to see the world and themselves in new ways.

Objective :

The Director of Field Operations will lead the Domestic US Field Operations Team in providing unparalleled on-tour support, resulting in a seamless, safe and secure travel experience.

This role creates and promotes a high-performing team environment where members are motivated and flourish both as individuals and as a team.

Plays a key role in supporting WorldStrides On Call Success team with complex service needs along with ensuring all product expectations are met in the field.

Works closely with Head of Product Delivery, Division Leadership and Human Resources to establish clear guidelines and expectations around field staff deliverables.

Hires and trains quality field staff to support all tours and events with a primary focus on delivering exceptional customer service.

Effectively communicates WorldStrides service philosophy and goals to vendor personnel. Functions as a contributing member of the Product Delivery team through effective communication and assisting others as needed.

Essential Functions & Responsibilities :

Field Operations

  • Oversee staffing of 500+ staff members supporting the K-12 domestic programs
  • Streamline staffing practices and establish a year-round pipeline to ensure support across all product lines
  • Collaborate with Human Resources and Academics through the employee life cycle
  • Launch a streamlined platform for all staffing needs increasing visibility across brands
  • Work with the Academics team to establish an e-learning plan as well as a year-round training plan
  • Identify and establish the staffing structure for different product lines
  • WorldStrides On Call

  • Work closely with WorldStrides On Call Success and Field Operations teams to manage on tour issues and deliver exceptional customer service through teamwork and communication.
  • Coordinate with WorldStrides On Call Success to ensure clear resolution matrix and budget expectations are aligned for all business lines supported.
  • Through operations integration efforts, expand team to provide Field Operations support (to include both group and events) for all Domestic US programs.
  • Be an active participant on the Emergency Management team working closely with the VP of Customer Service and Operations on issues as needed.
  • Work closely with all Operations departments to deliver expected field support and to ensure successful resolution of on tour issues.
  • Ensure proper support structure is in place and communicated across the Field Operations team for all on tour issues.
  • Field duties required a minimum of 3 days per year. Additional days may be requested.
  • Finance & Analytics

  • Drive cost savings and efficiencies within the department.
  • Work with management to establish clearly defined expectations for the team each year.
  • Prepare, manage and analyze operating budget; submit monthly financial reports; provide status / budget reports as requested by senior management.
  • Negotiate rates and contract agreements for field operations vendors while educating them on WorldStrides programs.
  • Work closely with customer service department to develop key reports and metrics from TCIMS.
  • Standard Department Head Responsibilities :

  • Serve as a mentor and coach for individual staff members’ professional growth, and as a resource for personal concerns.
  • Facilitate and / or perform training of staff members as required.
  • Maintain knowledge of company policies and procedures to serve as an effective resource for staff.
  • Support company policies and management decisions with a sense of urgency and professionalism.
  • Foster communication within the department, with other departments and with management.
  • Seek out and participate in internal and external programs that facilitate personal and professional growth.
  • Track days off for staff; write and deliver performance appraisals for staff and self.
  • Attend and contribute to Manager meetings.
  • Identify and discuss professional growth goals with VP of Operations.
  • Qualifications :

  • 5+ years of experience in an operations management role
  • Proven success in team supervision, development, and training
  • A keen appreciation of a high level of customer satisfaction balanced with business considerations.
  • Proven success with budget management, including driving of cost savings through process improvements and vendor negotiations.
  • Strong management, leadership, interpersonal, time management and organizational skills.
  • Must have excellent verbal communication skills, including group presentation skills and the ability to diplomatically handle cross-functional communications.
  • Must have analytical and solution-oriented business and financial skills.
  • Experience in office environment with deadline pressure and managing multiple complex tasks is required.
  • Must be able and available to travel out of town.
  • Must have basic office skills and ability, including computer data entry, processing of paperwork, and visual proofing of documents.
  • At WorldStrides, the experience is everything. By joining our team you help provide moments that delight and open up the world of learning.

    Our team is truly passionate about making each experience a once in a lifetime opportunity for each traveler that is easy to manage from A to Z.

    Each journey is different, which is why we offer a broad range of experiential learning programs for groups and individuals of all ages throughout their lifelong learning journey.

    If we’ve learned anything over this last year, it’s that being able to experience different places and things while interacting with new people is imperative to not only personal growth but also to general well-being.

    So, let’s get out there together. To learn more about our brand, our mission and our commitment to health and safety, please visit our website at www.worldstrides.com.

    Members of our team are able to take advantage of our generous paid-time off (PTO) policy, comprehensive insurance plans (medical, dental, vision and more), flexible spending accounts, paid parental and care giver leave, a casual work environment and a flexible work policy with several options to meet both your professional and personal needs.

    In addition, we offer travel perks on our products. We also take COVID protocols very seriously and are committed to the health and safety of our team members, participants, vendors and partners which is why we’ve put extensive measures in place around mandatory vaccinations, PPE and other safety guidelines that follows both the CDC and World Health Organizations guidance.

    As an Equal Opportunity Employer, WorldStrides is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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