Program Experience Specialist

**_Are you someone who: _**- Thrives working with an elite team of problem-solving rockstars like yourself?- Loves building connections with people and is a natural friend-maker?- Shines under pressure?- Enjoys the process of solving a puzzle as much as standing back to see it finished?- Able to spot and solve issues before anyone knows they exist?- Looks at situations with a “glass half full” perspective?- Values career growth as much as we do and would like your performance and results catapult you to leadership roles down the road?If so, then joining our WorldAssist by WorldStrides team as our next Program Experience Specialist - Educational Travel is the next stop on your career path.From the time our WorldStrides Groups leave their hometowns on their experiential learning through travel programs until we get them safely back, our incredible WorldAssist team is ready 24/7 to ensure any challenges encountered by our groups are efficiently resolved with “delighting the customer” our measure of success.The successful Program Experience Specialist utilizes their knowledge of WorldStrides products, policies, workflows, and platforms to perform with a quantifiable bias towards quality, productivity, and effectivity. This role leverages multiple technologies and platforms to facilitate resolutions across a variety of operational and health/safety-related issues. The success of those resolutions directly contributes to the team’s service and performance objectives.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.**Performance & Productivity**- Acquire and demonstrate working knowledge of WorldStrides products, services, workflows, platforms, and policies to effectively manage and communicate on-program issue status and resolution(s) to teammates, internal stakeholders, and customers.- Deliver consistent quality and productivity in the execution of issue in-take, vetting, triage, and communications of group travels’ on-program issues. Responsible for either deploying issue resolution outcomes OR effectively escalating the issue(s) to WorldAssist peers, while adhering to business’ practices, policies, and protocols.- Responsible for accurate and efficient execution of assigned resolution outcomes including, but not limited to information requests; itinerary research/amendments; vendor management; follow-up/respond to communications via multiple channels; issue/shift transitions; and, assigned administrative duties.- Meet, or exceed, Quality Assurance objectives and metrics in interactions/communications/execution of on-program issue resolutions.- Proactively collaborate with Global Product Delivery (Operations), Health & Safety, and Account Management peers to create and enact resolution outcomes to ensure the group/traveler’s experience and expectations are managed within the established quality, performance, and financial metrics.- Be inspired to perform at one’s highest capabilities while working in a high-quality, fast-paced “customer escalation” environment; Bring a positive attitude, empathy, active listening, action/resolution-oriented, and resiliency every day to your interactions with teammates, peers, and customers; and,- Actively participates and contributes to WorldAssist training, technology, and process improvement initiatives.**Position Type and Expected Hours of Work**:This role functions as part of the WorldAssist team which is staffed in a 24/7/365 environment. Scheduled hours, days, and shifts may vary; scheduled weekends, holiday, overnights, and overtime are expected as group travel volumes demand.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.**We Offer**:Members of our team can take advantage of our generous paid time off (PTO) policy, comprehensive insurance plans (medical, dental, vision and more), 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