Manager, Youth Exchanges Program

2 weeks ago

Ottawa, Canada Experiences Canada Full time

**Overview**

Reporting to the Director of Partnerships and Development, the Manager (the Manager) is responsible for the overall success and operations of Experiences Canada’s Youth Exchange Program. The Manager ensures that the Exchanges program’s goals and objectives are met, and that quality programming and customer service are to a high standard. Currently, the Exchanges program team includes three positions: the Manager and two Coordinators who are part of a larger Experiences Canada team.

The Exchanges program is Experiences Canada’s keystone program. It offers reciprocal exchanges for groups of youth, between the ages of 12 and 17 from different parts of the country. The groups are paired according to their ages and interests and each pair hosts their “twin” in their hometown. Participants play an active role in planning the exchange by communicating regularly with their twin, doing research on the community that they will visit, and participating in the planning and fundraising activities.

This position requires attention to detail, a personality that enjoys engaging with a range of stakeholders, CRM database familiarity and aptitude, and a passion for our mission.

**Experiences Canada’s Mission**

We offer transformational learning opportunities accessible to youth across Canada-creating safe, fun, memorable experiences that deepen their connection to their community and their country, enrich personal relationships, and build confidence and skills.

**Key Responsibilities**

**Program and Process Management**

The Manager leads planning, outreach and all aspects of the Exchanges program management in fulfilment of predetermined goals and targets. Included in the responsibilities include:

- Ensuring that numerical targets and quotas in the federal government’s contribution agreement are fulfilled successfully year upon year
- Managing an annual calendar and business cycle to forecast program needs and requirements
- Leading meetings with the Exchanges team, and other Experiences Canada departments and staff
- Ensuring SalesForce CRM is fully integrated and working effectively including being responsible for identifying process and efficiency enhancements. Also maintains Salesforce platform with tech support provided by Deloitte/Nubik
- Managing the effective and consistent maintenance of all Exchanges program files including archiving obsolete documents
- Works tirelessly to ensure the groups have all administrative documents completed
- Delivering high quality customer service in both official languages for all aspects of program delivery. This may include challenging situations involving youth and adults who need assistance at airports or with hotels or alternative forms of travel
- Working closely with the Director of Finance and Operations to monitor the Exchanges program budget and assess best ways to allocate revenues and expenses including preparing recommendations to other senior staff
- Producing reports on a regular (weekly, monthly, quarterly, annually) basis (primarily from SalesForce) to present accurate registration/twinning numbers and providing insights into communications and outreach strategies
- Analyzing internal reports on operations and Exchanges program activities throughout the year to ensure strategies and processes are effective, and assessing challenges which may require adapting those strategies
- Assisting in preparing the necessary documentation for the Director of Partnership and Development to complete all Exchanges program reports (quarterly, interim and final) for submission to different target audiences including the CEO, Board of Directors, the Department of Canadian Heritage, and any other funders

**Recruitment and Promotion**

Working with the Director of Partnerships and Development, and the Director of Communications develops, implements and monitors the overall recruitment plan for the program
- Works closely with the communications’ team to develop an annual Exchanges program outreach and marketing plan and meets regularly to review and enhance the plan as needed
- Helps to identify Exchanges program promotional opportunities including select conferences, and leads the preparation for any materials needed for such opportunities
- Revises, creates, and updates Exchanges program materials, guides and other documents such as the Group Organizer training modules and works closely with the communications’ team to update the website, and social media content

**Human Resources**
- With the Director of Partnerships and Development determines the appropriate staffing requirements and assist in the hiring process
- Recruits, onboards and trains new staff members
- Monitors staff performance to foster personal growth and ensure productivity and high standards of delivery
- Comfortable managing additional temporary workers such as summer students
- Coordinates the timetable for Experiences Canada emergency cell phone

**Required Skills**:

- Bil

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