Manager, Participant Support

Road Scholar

Participant Support Manager leading service operations for Road Scholar, a nonprofit educational travel organization serving older adults. Improving workflows, coaching leaders, and ensuring exceptional participant experiences.

Posted 8/13/2026full-timeRemote • Bretton Woods • New Hampshire • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $82,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities while managing participant support operations, ensuring service quality and productivity. Proficient in performance metrics analysis, process improvement, and fostering collaboration across teams.

Highest-signal resume keywords

Leadership ExperienceService Delivery ManagementPerformance Metrics AnalysisProcess ImprovementCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workflow ManagementProblem SolvingContinuous ImprovementQuality StandardsTeam-Level ReportingData AnalysisRoot Cause AnalysisADA Funding ManagementInformation Technology Systems UnderstandingHigh-Volume Call Center Experience

Soft Skills

Excellent Communication SkillsOrganizational SkillsTeam BuildingFlexibilityAttention to Detail

Tools & Technologies

Microsoft Word SuiteExcelPowerPoint

Industry Keywords

Participant SupportCustomer ExperienceService LevelsEscalation ManagementCross-Functional Collaboration

About the role

Key responsibilities & impact

Lead, coach, and develop Supervisors and Participant Support staff
Oversee daily Participant Support operations, including workload distribution, prioritization, and escalation management
Ensure service levels, quality standards, and productivity targets are communicated and met
Resolve complex participant issues and support escalations
Manage ADA funding requests and specialized processes
Identify workflow inefficiencies and implement process improvements
Conduct root cause analysis to address recurring issues
Use data and performance metrics to monitor trends and inform operational adjustments
Communicate priorities, expectations, and updates across the team
Foster collaboration within the team and with cross-functional partners
Ensure pre-program issues are resolved accurately, efficiently, and with strong customer service
Support training on service fundamentals and quality expectations
Partner with internal stakeholders on initiatives and issue resolution
Contribute to departmental projects and process enhancements
Monitor and manage individual and team performance against metrics and goals
Hold team members accountable while providing guidance and support

Requirements

What you’ll need

5–7+ years of progressive experience in service delivery or participant/customer experience environments
Hands-on operational experience with increasing responsibility for workflow management and service outcomes
Experience applying problem solving and continuous improvement
3–5+ years of direct and indirect people leadership experience
Experience directly managing frontline staff and/or Supervisors
Experience supporting team performance, coaching, and development
Experience with performance metrics, quality standards, and team-level reporting
Experience partnering cross-functionally to drive improvement
Bachelor's degree or 5 years’ experience in a high-volume Call/Contact Center
Ability to prioritize workload; deadline-driven, autonomous, and results-oriented
Excellent organizational and problem-solving skills
Excellent written, email, verbal, and phone communication skills; highly polished presenter
Strong ability to coach and develop
Ability to make high-level decisions and recommendations
Practices mutual respect, kindness, appreciation of diversity, openness, honesty, cooperation, and camaraderie
High proficiency in Microsoft Word Suite (Excel/Word/PowerPoint)
Exceptional leadership skills and ability to supervise people with varying backgrounds and experience
Ability to facilitate weekly one-on-one and team meetings with direct reports
Understanding of a wide variety of information technology systems and services; ability to learn new software quickly
Quality-driven, highly motivated, and attentive to detail and accuracy
Flexibility and ability to work on several projects simultaneously
Proven track record of superior leadership, team building, and change management
Cover letter required with resume

Benefits

Comp & perks

Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
403(b) Retirement Plan with a company match of 5% after 1 year of employment
Up to 20 days of PTO annually
Paid week off at the end of December, in addition to PTO
Generous employee discounts on Road Scholar programs
Optional IATA membership
LinkedIn Learning access
Other professional development opportunities
Fully remote work environment