Associate Manager, Program Operations Stanford University United States

ASSOCIATE MANAGER, PROGRAM OPERATIONS
TRAVEL STUDY PROGRAMS 
(Product/Program Manager 2)


POSITION SUMMARY: 


Stanford Travel/Study, a department of the Stanford Alumni Association, annually offers over 70 unique travel opportunities to Stanford Alumni, family and friends. The Associate Manager, Program Operations is a member of the staff who oversees and is responsible for 10 to 12 Travel/Study programs annually, assists the marketing team on marketing collateral and takes on special projects that impact the entire department. The Associate Manager, Program Operations will also escort and manage two to four of our programs annually, spending from six to eight weeks a year "in the field”. 



The Associate Manager, Program Operations reports to the Deputy Director of the Travel/Study Program, is expected to work as a contributor to an effective team of twenty, and may be asked to handle other related duties based on departmental needs. Working with the marketing team, they will assist with the development, delivery, sales and marketing of programs or products created by the organization. Responsible for delivering the product/program within scope, on time, and within budget.



The Association staff also participates in activities which enhance the department and team mission, supports the endeavors of other departments and promotes SAA's commitment to the Stanford community.



ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Program Management and Marketing 

  • Negotiate with U.S. and foreign tour operators /vendors as to itinerary, pricing, trip details and daily program, lectures and special events.

  • Deliver an experience that leads to high customer satisfaction and advocacy for the program, through negotiation with international DMC companies as to itinerary, pricing, trip details and daily program, lectures and special events, ensuring that SAA standards of quality and excellence are met

  • Collaborate with program faculty on their individual travel arrangements and materials to fulfill the academic component of the program. Negotiate mutually agreeable financial relationship with faculty and their guests.

  • Analyze all costs relating to each program, adhering to proposed budget and reaching revenue targets.

  • Collaborate with internal Travel/Study marketing team and tour operators on the content and design of program marketing collateral.

  • Track program sales and inventory to help inform internal marketing team’s decision making on marketing strategy.

  • Research, write, and prepare trip information materials, securing and overseeing distribution of books, maps, films and other study materials

On Site Trip Management 

  • Tour Management of 2 to 4 programs on the road annually.

  • Execute program's daily schedule, conduct analysis and make recommendations/revisions as called for by events occurring en route.

  • Coordinate ship's crew, airline and/or operator's staff, museum docents, bus drivers, caterers, guides, local operator representatives, restaurant personnel, etc.

  • Ensure passenger safety and security at all times—monitor local situation and events in case of unrest, natural calamity; maintain contact with international security service; advise office of ongoing status of the program

  • Manage expenses en route, engaging participants, introducing faculty and guest lectures, and maintaining a high profile representation of Stanford University and the Alumni Association.

  • Train new tour managers and evaluate performance in the field


Other related SAA support functions

  • Actively participates in efforts to improve processes, programs and business across the department and SAA at large.

  • Participate in activities which enhance the department and team mission, support the endeavors of other departments and promote SAA's commitment to the Stanford community.

  • Special projects as required.

  • Participate in greater SAA activities including, but not limited to, the annual Reunion Weekend.

MINIMUM REQUIREMENTS:

Education & Experience:
Bachelor's degree and three years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
  • Experience with managing products/programs.
  • Strong background in program development and event planning.
  • Demonstrated ability to manage multiple projects simultaneously.
  • Knowledge of various marketing elements (e.g. pricing, audience, channels, communication).
  • Ability to work independently to meet expected deadlines and schedules.
  • Demonstrated ability to understand the target audience lifecycle and ability to convert leads into new business.
  • Excellent written and oral communication skills.

Certifications and Licenses:

None
Physical Requirements
  • Must be able to regularly lift, move and carry up to 60 pounds while escorting groups; work and operate in close quarters; and manage flights of stairs, steps and steep passageways. Incumbents must be able to actively participate and lead activities that require stamina and endurance. While in the office, staff must be able to lift and carry 20-30 pounds of program material and office supplies.
  • Expected to meet with alumni, faculty, and operators/vendors on campus and in the field.
  • Constantly perform desk-based computer tasks
  • Frequently stand/walk, sit, use a telephone, grasp lightly/fine manipulation, public speaking.
  • Occasionally grasp forcefully, writing by hand.
  • Must have a valid driver's license and be able to drive a service vehicle.

Work Standards
  • Occasional work on evening and weekends.

Work Standards
  • Must possess strong professional, interpersonal, team, and leadership skills. Tactfulness and flexibility are essential in working with diverse population groups, including department and organizational colleagues, vendors, suppliers, faculty, VIP guests, alumni with varying levels of volunteer and financial engagement, special event speakers, dignitaries and other high level program personnel.
  • Sound judgment, the ability to analyze problems quickly and accurately, and the ability to develop practical, cost effective solutions is essential in handling and solving a variety of problems (program/travel emergencies, difficult people, logistics/scheduling conflicts, adverse weather conditions and numerous unexpected situations).
  • Ability to work independently, manage multiple tasks and projects, handle conflicts and stressful situations.
  • Competence in promotional and descriptive writing, with emphasis on direct mail marketing.
  • Exceptional organizational and customer service skills; must be able to meet numerous deadlines and adhere to strict schedules
  • Computer proficiency on the PC, using Microsoft Word, Excel, Filemaker, Adobe, the Internet and other related applications or database systems.
  • Expertise in university and SAA systems especially PostGrads, Filemaker, Excel, Oracle Financial



JOB CLASSIFICATION
JOB FAMILY: Marketing
JOB SERIES: Product/Program Manager 2
JOB CODE/CLASSIFICATION LEVEL: 4916/H


The STANFORD ALUMNI ASSOCIATION is a division of Stanford University that provides a variety of services and publications for alumni and for the wider Stanford community. The Association conducts a series of continuing education activities, coordinates Travel/Study programs, publishes periodicals and books, and supports a worldwide network of Stanford regional programming, class reunions, student services programs and member activities. 

Stanford University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, physical or mental disability, or sexual orientation. 

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.


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