Manager, Trip Quality and Program Development

Location : Toronto, Ontario

Manager Trip Quality and Program Development 
Me to We is seeking a Manager Trip Quality and Program Development. As a natural leader, this role manages projects pertaining to our International Service Learning Trips, supports with the training and evaluation of trip facilitators, and performs on-site quality control while reporting directly to the Director of Trip Quality and Program Development.  

Program Evaluation Proportion of Time Spent per year 10% (Peak times September to November)  
  • Works with the Quality and Development team to identify areas of growth within the youth and adult trips and occasionally Domestic Leadership programming experienced by participants and guests
  • Evaluates training program and resources available to facilitation team based on feedback, observation, points of weakness and leverages experience in the field
  • Focus on programs that organically lead to higher retention and referrals
  • Communicates and works alongside the Director of Quality and Development to create comprehensive plans focused on improving the diversity and quality of the trips programs offered by Me to We
  • Manages data sets, data collection and analysis of information collected (for example satisfaction scores)
  • Visits Me to We trip destinations and Take Action Camp to evaluate the quality of the program (modules, cultural activities, volunteering, accommodations, food, transportation, safety, staff), the strength of the facilitation team (safety and overall attentiveness to the participant experience), provide support and coaching in real-time and reporting back to the Director of Quality and Development with any shortcomings 
Project Management and Fulfillment Proportion of Time Spent per year 30% (Peak times September to November) 
  • Managing multiple priorities within a high-intensity, fast-paced and high-stakes environment
  • Manage the Logistics coordinator
  • Host monthly meetings with each country team to deliver and receive feedback (and to brainstorm new initiatives forwarded by the Director for Q&D).  Host bi-weekly meetings during March, July, and August to the same effect
  • Creating and executing a year-long plan for implementing programmatic and training improvements based on the results from program evaluation
  • Working closely with the Engagement, Coordination, Leadership and in-country teams as well as the Corporate and Family team to foster growth and improvement in program and process
  • Updating, improving and adapting existing program content and developing novel programmatic pieces to diversify Me to We’s offerings with a focus on retention of existing clients and increasing the breadth and depth of programming to gain new clients 
Facilitator Training, Selection and Allocation Proportion of Time Spent per year 40% (Peak times December to May)
  • Continually evaluating and upgrading our training program to meet the needs of the on-theground delivery, including but not limited to: creation of resources, implementing feedback, online resources, developing a coaching program for staff, regional office training models, and ongoing PD
  • Lead resource for developing and executing Adult Trip Training; building Facilitator profiles to aid in the allocating of Adult trips, providing (and gathering) feedback to constantly improve the process
  • Working in concert with country teams to allocate trips well in advance; trouble shoot allocations when Facilitators need to be pulled from trips, and work across departments to ensure the most appropriate person is in the right place at the right time
  • Coordinating and training trainers to share their expertise at training, support with evaluation and selection of facilitators
  • Collaborate with the flights team for nearly all bookings to ensure that: routing, arrival times, safety of the group, price etc. are all considered 
  • Providing feedback and opportunities for growth to trip facilitation candidates and their direct reports both in writing and orally
  • Regional Office Trips Training (for example; UK or Vancouver)  
  • Developing, editing,  and distributing Learning Management Systems (LMS) to compliment Trips Training 
Inter-departmental Collaboration and Education Proportion of Time Spent per year 20% (Peak times June to November)  
  • Working closely with all departments within the organization to ensure that trips’ key messaging is in alignment with on-the-ground deliverables
  • Responsible for quality checking financial tracking: flights, expenses, training, and salaries forwarded by the coordinator (monthly and by quarter)
  • Answering questions about our programming to internal and external stakeholders
  • Educating staff on opportunities to facilitate, reasons why directors should put staff forward and maintaining a healthy perception of trips facilitation within the organization
  • Leading management of all internal social media (Chatter) groups pertaining to Trips Facilitation and resources available
  • Lead by example, by being available for We Days, CTL, Take-Action Camp, On Boarding etc.
  • Development, editing, and ordering of Trip Journal as well as retention and referral products
  • Liaise between Engagement Teams and Country Teams for new trip development (for example; Theme trips, University Trips etc.) 
General Responsibilities 
  • Maintain and improve the quality of Me to We Experiences as the organization scales and grows
  • Motivate, educate and lead a team of highly motivated and high performing individuals
  • Share vision, goals and drive activities to reach department and organizational goals
  • Finding personal satisfaction in activities and responsibilities available in the job; enjoying the essence of training, quality and development, embracing and cultivating the Me to We culture
  • NOTE: Due to the fluidity of this role, this position is responsible for other tasks as assigned 
Requirements to be successful in this role 
  • Solid interpersonal skills, ability to give and receive feedback and ability to course correct
  • Innovation, ingenuity and a strong desire to create curriculum that is easy to implement but provides depth for participants and guests
  • Sound logistical judgement with a focus on maintaining quality, while at the same time, staying on (or below) budget
  • The ability to identify opportunities to improve our programs
  • Flexibility in work schedule and ability to travel 
  • Over communication with team
  • Proven time and project management skills 
  • Ability to learn and understand of how all departments within Free the Children and Me to We are interconnected, their objectives and ways of communicating
  • Belief in the value of Me to We and the products and services it provides 
Skills and Qualifications   
  • Minimum of 2 years of any combination of facilitation, teaching, curriculum writing, experiential education or program evaluation 
  • Bachelor‘s degree or commensurate experience
  • Minimum 2 years of management experience is preferred
  • Friendly, outgoing self-starter with the ability to work with various personality types
  • Ability to work and succeed with minimal direction
  • Powerful work ethic, both as a team member, but also as a self-starter
  • Ability to communicate in a clear, concise, and persuasive manner at all levels; internal and external to the organization
  • Positive, flexible individual with a “get-it-done” attitude
  • Proficient in Microsoft Word, Excel, PowerPoint, database management and online research 
  • Highly organized, strategic and resourceful 
What makes Me to We unique… 
Me to We is filled with passionate, driven, entrepreneurial, shameless idealists. This means we work hard, set high goals and exceed them to help empower youth to change the world. If you are looking for a predictable 9–5 work environment, this won’t be the right fit.  If you are inspired by collaboration, making friendships with incredible people, unique additional responsibilities like working on our We Days, and if your personal values align with our core values, we would love to hear from you. Me to We sincerely thanks all those who apply.  

WE values diversity in its workforce and encourages applications from all qualified individuals.  Applicants requiring a disability-related accommodation at any stage of WE’s recruitment process should contact the People Operations and Culture Department by email at [email protected] or by phone at 416-925-5894.  As required by applicable legislation, WE will consult with applicants requesting such an accommodation to ensure that WE’s recruitment process takes into account their accessibility needs, including in relation to the materials or processes to be used by WE.