Guide Services Program Manager bei Rick Steves' Europe

Job Overview:

At Rick Steves’ Europe, we are passionate about travel. Through our European tour program, guidebooks, our public television series, our weekly radio show, and our expanding web presence, we have inspired millions to explore and contribute to the world in which we live.

We are looking for a highly organized and collaborative Program Manager to join our Guide Services team. This position will provide project and administrative support for various initiatives that further the goals of the Guide Services department and provide cross-functional support to the Emergency Incident Coordinator. This role involves managing information, projects, routine administrative processes, and event planning with a high degree of accuracy. Travel is not required for this role.

This is a full-time, 40 hours/week (hybrid remote) position with full benefits.    
 

Responsibilities:

• Manages various team projects as assigned that support the goals and mission of the Guide Services team 
• Develops timelines for annual team processes and unique projects, and ensures accountability/tracks progress against those timelines 
• Provides support to the Emergency Incident Coordinator by acting as back-up for the emergency phone and occasionally processing incident reports 
• Supports guides with credit card issues (fraud, lost cards) 
• Reviews and processes Tour Member feedback on guides and communicates relevant information to other members of the Guide Services team 
• Ensures that all the guide information and approved tours are kept updated in internal systems and that all records and documents are maintained 
• Ensures the accuracy and communication of training materials and updates for guides on GuidePoint, Engage, and other platforms 
• Works with IT team on identifying issues, troubleshooting, and improving processes within SPR, guide scheduler, and the guide portal  
• Sends monthly reports to On-Call 
• Takes an active role in planning the guide summits and workshops; contributes ideas to the agenda and assists with events and meetings as needed  
• Sends contract confirmation and visa letters (for guide workshops) if requested from guides 
• Supports other departmental needs and responsibilities during Guide Services colleagues’ out of office time as needed 
• Oversees the business card and ETOA card process, and sends materials to guides as needed 
• Assists with basic accounting including reviewing guide transportation expense reports 
• Works closely with the Payroll Specialist reviewing guide per diem pay and tour pay each month to verify accuracy of information 
• Supports other departmental needs and responsibilities during Guide Services colleagues’ out of office time as needed 
• Other relevant duties and responsibilities as assigned  
   

Qualifications:

• B.S. or B.A. degree
• 3+ years of administrative support experience, program management experience, or project management experience, preferably in the tour industry 
• Thorough knowledge of RSE’s travel philosophy and tour itineraries 
• Excellent verbal and written communication skills, with the ability to convey ideas and give effective feedback 
• Proven organizational abilities 
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams, and SharePoint, OneDrive) and Adobe, as well as the other software and systems that RSE chooses to implement. Experience with project management programs such as Wrike, a plus 
• Ensures that all the guide information and approved tours are kept updated in internal systems and that all records and documents are maintained 
• Ensures the accuracy and communication of training materials and updates for guides on GuidePoint, Engage, and other platforms 
• Works with IT team on identifying issues, troubleshooting, and improving processes within SPR, guide scheduler, and the guide portal  
• Sends monthly reports to On-Call
   

Benefits:

• Hybrid work schedule (3 days in office, 2 days remote) w/ flexible hours
• Paid holidays (9)
• Paid vacation (starting at 10 days) and sick leave (based on WA state laws)  
• Medical, Dental, Vision Insurance Plans
• Long Term Disability, Short Term Disability, Life, and AD&D Insurance
• Access to EAP (Employee Assistance Program)
• 401(k) with annual profit sharing
• Discretionary Bonuses
• Additional fringe benefits include:
  • Tour and Travel Benefits
  • Employee Merchandise Discount
  • Education and Health Club Allowance
  • Tech and Remote Work Equipment Allowance
• Strong emphasis on work/life balance plus  
• Relaxed culture and office atmosphere
   

About Us:
Our mission is to inspire, inform, and equip Americans to have European trips that are fun, affordable, and culturally broadening. We value travel as a powerful way to better understand and contribute to the world in which we live. Our number one priority is to teach good and thoughtful travel. We believe we have the obligation to set an example of how a successful company, with personality and distinction, can be a role model to others: engaged in our community, true to our philosophy, and actively communicating and demonstrating our values. 

As an employer, we are committed to understanding, accepting, and valuing the many differences between individuals. We maintain a supportive, respectful, and inclusive environment where every person feels welcome and valued, and we are proud to be an equal opportunity employer.