Guide Services Program Manager

Job Details

Level: Experienced

Job Location: Edmonds Office - Edmonds, WA

Position Type: Full Time

Education Level: 4 Year Degree

Salary Range: $36.00 - $38.00 Hourly

Travel Percentage: None

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.