Operations Manager, Junior & Groups Programmes

Main Duties and Responsibilities

• Coordinate accommodation, meals, transportation, academic, and activity schedules across multiple programme locations in North America (Vancouver, Toronto, New York, Halifax, LA, Florida and San Francisco)
• Manage programme budgets, including forecasting, tracking, and expense approvals
• Lead centre set-up, preparation, and closure, ensuring materials, equipment, schedules, and bookings are in place
• Organise and oversee transfers, including coach and taxi bookings, and assign staff to transfers
• Generate quotes and support the sales team as a programme lead when required
• Ensuring compliance with all local health and safety regulations and accreditation standards
• Recruit, train, induct, and manage seasonal staff teams.
• Oversee staff scheduling and timesheet tracking, ensuring accurate reporting for payroll
• Provide ongoing supervision, coaching, and performance management to ensure staff deliver a high-quality student experience.
• Allocate staff to residential accommodation blocks to maintain appropriate supervision ratios.
• Participate in and deliver staff induction and ongoing training throughout the programme.
• Be a visible and approachable leader, supporting staff on-site with day-to-day operational issues
• Act as the main point of contact for agents, students, and group leaders, handling enquiries and problem solving promptly
• Liaise with host universities and college partners to ensure smooth centre operations and resolve accommodation or faculty issues
• Ensure all correspondence (with clients, staff, partners) is handled professionally and within one business day
• Implement client feedback procedures and take action where needed
• Represent the organisation positively at all times with students, staff, agents, and university partners

Person Specifications