Program Manager - IVHQ

About the role

Our Program Managers are responsible for all interactions with participants from the moment they first make an inquiry or submit an application, through to the completion of their travel. Program Managers become the single point of contact, helping participants find the program that's right for them and supporting their preparations for the unique and exciting experience of a program abroad. Our participants come from all over the world, in particular the US and Europe, so all our customer interactions are online or over the phone. As well as looking after our participants, Program Managers also have responsibility for managing their own portfolio of programs, including ownership of the relationships with our local program operators. You'll work closely with teams around the world to maintain program quality and performance, coordinate arrivals, and ensure our programs continue to deliver impact for both our participants and the local communities they support.

Key responsibilities

• All pre-application communications with potential participants, including responding to inbound enquiries via webform, chat, email, video calls and phone


• Review applications to ensure volunteers satisfy the criteria to participate in their chosen project and to confirm availability for their travel dates


• Manage all communications with participants post-application to maximise conversions to paid bookings


• Enthuse about supplementary products to upsell registered participants on insurance, flights, program upgrades and tourism packages


• Resolve customer complaints in the best ways possible


• Be the operational point of contact for local teams across a portfolio of programs/destinations


• Support the continual improvement and development of programs through optimisation of product offering, website copy, and operational best practices


• Manage program quality to maintain or exceed performance standards through the assessment of feedback, identifying thematic issues, and coaching local teams through necessary improvements

About you

• Prior experience in customer service and sales both online and over the phone


• Strong accuracy, attention to detail, organisational skills, and ability to prioritise tasks


• An ability to think creatively, adapt quickly, and find solutions under pressure


• Excellent written and verbal communication skills


• Friendly, collaborative and can-do attitude


• Strong work ethic and proven ability to work independently and as part of an international team


• Smart problem-solving and critical thinking abilities, with experience in collaborating with multiple stakeholders to reach solutions


• An understanding and appreciation of cultural diversity, coupled with empathy for the personal challenges our volunteers may face


• Experience within the travel industry and/or overseas travel will be an advantage


• Additional languages beyond English are a benefit but not a requirement

We are welcoming applications from applicants willing to interview for Program Manager positions with both brands and will appoint successful candidates according to suitability.

The successful candidates must be situated at our head office in New Plymouth. We will not consider remote candidates.

Benefits

• Company-funded Health and Life Insurance


• Mac laptop


• Mobile plan subsidy


• International travel to program destinations

About us

International Volunteer HQ (IVHQ) is the world's largest volunteer travel specialist. Since 2007, we have empowered over 160,000 volunteers to make a meaningful impact abroad. We facilitate life-enriching travel experiences that enable individuals to give back to causes they care about, while being immersed in diverse cultures and exploring the amazing world around us. With over 300 projects in 44 countries, IVHQ offers the world's most extensive range of volunteer abroad programs. Our fully-vetted, all-inclusive experiences ensure our volunteers can make a difference safely and confidently, wherever they choose to go. Our Intern Abroad HQ division empowers students and young professionals to pursue their dream careers through impactful international work experiences. With 300 internship programs across 25 countries, we offer both in-country and remote applied learning opportunities that enrich expertise, enhance cultural understanding, and accelerate professional growth. HQ Travel is a certified B Corporation and our NZ business operations have been carbon neutral since 2016.

Intern Abroad HQ empowers students and young professionals to pursue their dream careers through impactful international work experiences. With 300 internship programs across 25 countries, we offer both in-country and remote applied learning opportunities that enrich expertise, enhance cultural understanding, and accelerate professional growth. Our tailored programs ensure participants gain practical skills, global perspectives, and the confidence to excel in their chosen fields. For more information, visit www.internhq.com. 

HQ Travel Group is a certified B Corporation and our NZ business operations have been carbon neutral since 2016.

HQ TRAVEL WILL NOT SPONSOR WORK VISAS. PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY AUTHORISED TO WORK IN NEW ZEALAND.

About the role

Our Program Managers are responsible for all interactions with participants from the moment they first make an inquiry or submit an application, through to the completion of their travel. Program Managers become the single point of contact, helping participants find the program that's right for them and supporting their preparations for the unique and exciting experience of a program abroad. Our participants come from all over the world, in particular the US and Europe, so all our customer interactions are online or over the phone. As well as looking after our participants, Program Managers also have responsibility for managing their own portfolio of programs, including ownership of the relationships with our local program operators. You'll work closely with teams around the world to maintain program quality and performance, coordinate arrivals, and ensure our programs continue to deliver impact for both our participants and the local communities they support.

Key responsibilities

• All pre-application communications with potential participants, including responding to inbound enquiries via webform, chat, email, video calls and phone


• Review applications to ensure volunteers satisfy the criteria to participate in their chosen project and to confirm availability for their travel dates


• Manage all communications with participants post-application to maximise conversions to paid bookings


• Enthuse about supplementary products to upsell registered participants on insurance, flights, program upgrades and tourism packages


• Resolve customer complaints in the best ways possible


• Be the operational point of contact for local teams across a portfolio of programs/destinations


• Support the continual improvement and development of programs through optimisation of product offering, website copy, and operational best practices


• Manage program quality to maintain or exceed performance standards through the assessment of feedback, identifying thematic issues, and coaching local teams through necessary improvements

About you

• Prior experience in customer service and sales both online and over the phone


• Strong accuracy, attention to detail, organisational skills, and ability to prioritise tasks


• An ability to think creatively, adapt quickly, and find solutions under pressure


• Excellent written and verbal communication skills


• Friendly, collaborative and can-do attitude


• Strong work ethic and proven ability to work independently and as part of an international team


• Smart problem-solving and critical thinking abilities, with experience in collaborating with multiple stakeholders to reach solutions


• An understanding and appreciation of cultural diversity, coupled with empathy for the personal challenges our volunteers may face


• Experience within the travel industry and/or overseas travel will be an advantage


• Additional languages beyond English are a benefit but not a requirement

We are welcoming applications from applicants willing to interview for Program Manager positions with both brands and will appoint successful candidates according to suitability.

The successful candidates must be situated at our head office in New Plymouth. We will not consider remote candidates.

Benefits

• Company-funded Health and Life Insurance


• Mac laptop


• Mobile plan subsidy


• International travel to program destinations

About us

International Volunteer HQ (IVHQ) is the world's largest volunteer travel specialist. Since 2007, we have empowered over 160,000 volunteers to make a meaningful impact abroad. We facilitate life-enriching travel experiences that enable individuals to give back to causes they care about, while being immersed in diverse cultures and exploring the amazing world around us. With over 300 projects in 44 countries, IVHQ offers the world's most extensive range of volunteer abroad programs. Our fully-vetted, all-inclusive experiences ensure our volunteers can make a difference safely and confidently, wherever they choose to go. Our Intern Abroad HQ division empowers students and young professionals to pursue their dream careers through impactful international work experiences. With 300 internship programs across 25 countries, we offer both in-country and remote applied learning opportunities that enrich expertise, enhance cultural understanding, and accelerate professional growth. HQ Travel is a certified B Corporation and our NZ business operations have been carbon neutral since 2016.

Intern Abroad HQ empowers students and young professionals to pursue their dream careers through impactful international work experiences. With 300 internship programs across 25 countries, we offer both in-country and remote applied learning opportunities that enrich expertise, enhance cultural understanding, and accelerate professional growth. Our tailored programs ensure participants gain practical skills, global perspectives, and the confidence to excel in their chosen fields. For more information, visit www.internhq.com. 

HQ Travel Group is a certified B Corporation and our NZ business operations have been carbon neutral since 2016.

HQ TRAVEL WILL NOT SPONSOR WORK VISAS. PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY AUTHORISED TO WORK IN NEW ZEALAND.