Gap Year Case Manager

Cambridge, MA

Hybrid role

Who you are:

A passionate problem solver who thrives in a fast-paced environment where each day looks different. You are flexible and driven with a nothing is impossible approach to all challenges that come across your plate. You will play a part in creating a fantastic customer experience by handling incidents on the road with grace and quick attention so that each traveler feels safe and taken care of.

Who we are:

EF Gap Year offers 18-22 year olds a life-changing year or semester abroad that combines travel, language study, service learning, internship, and leadership training. We help students grow as people and provide hands-on experiences that better prepare them for college and the career world. We are the newest division in the EF Education First family of educational travel programs.

The role:

EF Gap Year is looking for a case manager to join the Customer Experience Team to help ensure a safe and excellent experience for travelers during their EF Gap Year program. In this role, you will manage on program incidents as they come into our emergency line. These incidents range from minor sickness and missed flights to hospitalizations or an act of terror. The case manager is able to calmly get to the facts of each situation and come up with an action plan for resolution. They will work hand in hand with our team of student advisors, as well as our operations and Safety and Incident team. The case manager is passionate about maintaining a safe environment for all of our travelers.

Gap Year Case Manager will:

• Manage on program incidents ranging from operational issues (e.g., hotel or bus issues) to medical incidents to acts of terror
• Support the communication systems and processes related to our 24/7 incident response infrastructure
• Develop and execute training for relevant parties about their respective safety and emergency response responsibilities
• Collaborate with operation and Safety and Incident global teams to problem-solve each unique incident
• Liaise with teammates to ensure consistency in the management of all cases
• Liaise with travelers and parents to ensure all parties are in communication and updated as needed
• Perpetuate a culture of safety throughout the organization
• Innovate in partnership with the operations, sales, and safety teams to drive process and procedural efficiencies

You:

• Strong verbal and written communication skills and a customer-centric approach
• Process-driven and enjoys creating structure
• Can influence others positively and get buy-in
• Accountable and takes ownership
• Use of good judgment and ability to make quick decisions with small or big scenarios
• Ability to weigh different options and think several steps ahead
• Have a positive mindset with a can-do attitude
• Resilient and doesn’t bend under pressure
• Have one to three years of experience in customer service/sales/operations experience.
• EF Tours experience is a bonus

The Benefits & Perks:

Knowing that the work you do each day changes students’ lives is inspiring, working with a group of remarkable teammates is motivating, and on top of that you’ll have the opportunity to:

Live Well

• Guaranteed base salary of $60,000 (please note, this is NOT a commission-based role) and 25% company match on your 401(k)
• Expand your worldview with paid international business travel
• Relax with three weeks of paid vacation time to start (and four weeks starting in year two!)
• EF is proud to offer a market-leading health and dental benefits plan
• Stay healthy with on-site fitness classes and access to Employee Assistance Programs
• Competitive fertility assistance benefits and paid parental leave programs

Live your Truth

• We believe our business, like our world, is better when we embrace diversity, equity, inclusion and belonging
• Build your network by joining EF’s Diversity, Equity, Inclusion & Belonging Team
• Join one (or several) of our employee led clubs or affinity (we call them“EF-inity”) groups such as: LGBTQ+@EF, Black@EF, Latinx+@EF, API@EF, Indigenous@EF, or Parents@EF. Don’t see a resource group, affinity group or club that matches your passion? Feel free to create one!

Live Engaged

• We work in an open environment without cubicles or private offices
• Enjoy comprehensive in-house professional development opportunities with weekly and monthly trainings and workshops
• Keep up that student mentality with free in-house language classes and an annual stipend for continued education

Live for FUN!

• Explore the neighborhood with discounts to local gyms, businesses, concert tickets, and sporting events
• Explore the world with discounts on hotels, flights, rental cars, as well as paid travel
• Enjoy our in-house cafe, bar, hair salon, and fitness center

About EF Gap Year

EF Gap Year transforms young people into true global citizens. Participants travel the world, learn a new language, volunteer for a good cause, gain internship experience in future careers, and develop leadership experience. They build an impressive portfolio of global skills while away and return home more self-confident, self-reliant and mature— ready for success in college and professionally. As a proud part of EF Education First, EF Gap Year draws on over 50 years of EF expertise to add amazing travel and learning experiences to its growing tour portfolio. EF, the world leader in international education, has helped more than 15 million people learn a language, discover the world or earn an academic degree to date.

EF Gap Year is a division of EF Education First, the world leader in international education. Founded in 1965, EF’s mission is to break down barriers of language, culture, and geography. Today, we’re the world’s largest private education company— offering every imaginable way to learn a language, travel abroad, experience another culture, or even earn an academic degree. For more information, visit http://www.ef.com/careers.