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Participant Experience Manager

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Participant Experience Manager

Job Title: Participant Experience Manager
Location: Melbourne and/or remote (in Australian time-zones)
Loading: Negotiable: 3-5 days per week
Salary: Competitive, depending upon experience and qualifications
Commencing: ASAP
Applications Close: 9am, Monday 7 November 2022

 

About Us

International Internships facilitates internships and study intensives in Indonesia, primarily for students of Australian universities. Most students that participate in our programs gain academic credit through a Work Integrated Learning (WIL) unit. As part of our programs, we also provide career mentoring, professional skills development, cross-cultural communication and Indonesian language training. We have been facilitating in-country and online programs in Indonesia for over 15 years and are always growing and changing as the environments in which we work grow and change.

We work with a wide range of stakeholders throughout Indonesia and Australia, including individual students, universities and educational institutions, businesses, government bodies and not-for-profits. Our small team punches above its weight and we have excellent working relationships with all our partners, built upon years of mutual trust and productive collaborations.

After successfully pivoting to deliver our programs online in response to COVID-19, we resumed our in-country programs in mid-2022. However, our online programs will continue, due to the positive reception of this mode of delivery with our students and Australian university partners.

Our multicultural team includes people from a range of backgrounds, including both Australian and Indonesian citizens. We pride ourselves on valuing the diversity of human experience, and the positive impact such diversity brings to the workplace.

We are committed to innovation at International Internships. With a flat organisational structure, every person in our team is empowered to change and improve the business. The introduction of IA-CEPA marks the progression of a vastly productive business and investment relationship between Indonesia and Australia. International Internships is well placed to leverage and play an important role in this relationship.

Your Role

The role is both strategic and operational and will encompass all stages of our programs, from conceptualisation and preparation of funding applications, to planning, delivery and supporting returned students. There will be a focus on overseeing development and refinement of processes and procedures to ensure ongoing compliance with internal and external requirements, as well as enhancing the overall student experience and responding to changes in our external operating environment. Reporting directly to the CEO, you will work closely with our team members in both Australia and Indonesia, as well as our partner universities, students and other stakeholders.

At its core, this role is about providing a smooth, safe and enjoyable experience for our students, university partners and hosts, which – in an international and highly-tailored program setting – sometimes requires quick thinking, creative problem solving and an excellent ability to work with partners. You will be supported by our organisational processes, fantastic partners and our knowledgeable and friendly team at International Internships, both in Australia and Indonesia.

Our office is in Richmond, Melbourne, but our team in Australia has a hybrid working arrangement, which we plan to continue moving forward. We also welcome you to apply if you are living outside Melbourne (although working in an Australian time zone is preferred), in which case you will work remotely. There will be some interstate travel required and potential for occasional overseas trips, both conditions permitting.

Your responsibilities will include:

Liaison with Universities

  • Collaborate with our partner universities, providing regular updates and support around student enrolment, access to funding, risk management and any issues that arise
  • Manage agreements between International Internships and our university partners
  • Establish new relationships with potential university partners
  • Support academics at our partner universities to devise and develop intensive programs to suit their specific organisational and/or discipline objectives

Participant Experience

  • Oversee the student experience by coordinating the International Internships team members, processes and documentation involved in each stage of their journey, including application, risk management, program delivery, student feedback and alumni engagement
  • Serve as an escalation point for the team to help resolve complex issues, liaising with relevant stakeholders and students as required
  • Conduct student interviews and participate in information sessions and pre-departure briefings
  • Support the team to continually improve our systems, processes and documents to ensure a smooth, enjoyable and safe experience for our students and other stakeholders

Business Development

  • Develop new relationships and build upon those which are already well-established with institutional clients across the education sector
  • Work with stakeholders to prepare funding applications and administer funding received, especially for the Australian Government’s New Colombo Plan
  • Work with the management team at International Internships to develop our strategy as we selectively expand the scope of our work around the Australia-Indonesia relationship
  • Support development of marketing collateral, promotional material, and student-facing documentation

Who Are You?

  • Excellent communication skills, both written and verbal: You will need to produce high-quality material for audiences at all levels, from government funding applications, to program documentation, emails to key stakeholders, and social media content
  • Demonstrated ability to build relationships, collaborate, communicate and influence: You have a demonstrated capacity to build professional networks, especially within the education sector. You will work with our wide array of stakeholders and will need to adapt your approach for each
  • Experienced with Google Sheets/Microsoft Excel: You have at least intermediate level skills in Google Sheets (preferred) or Microsoft Excel, and enjoy finding new ways to streamline processes and improve the user experience
  • Organised and strategic: You can identify opportunities, set goals and follow through to achieve them. You take pleasure in keeping on top of multiple projects at once and balancing priorities
  • Innovative and excited about new technologies: We are always looking for ways to innovate through adopting new software and processes and will value your contributions
  • Driven and enthusiastic: We are enthusiastic, innovative and passionate about our work. Our team feeds off each other’s energy, so we are seeking someone that thrives in this environment but who can also take a project and work independently at times. We communicate clearly with each other and are willing to accept and offer feedback to support each other’s development
  • Supportive: This is a leadership role and, while there are no direct line management responsibilities, you will need to manage, mentor and support other members of the team as we work towards achieving our common goals
  • A passion for and strength in working interculturally: You share our passion for supporting Australian students to gain experience working inter-culturally, and are excited about the opportunity that this role brings to share that passion more broadly. You also have a demonstrated ability to moderate your conduct to fit the norms of another culture and to act with integrity and respect in the workplace

How to Apply?

Please email any questions about the role, or your completed application to: hr@internationalinternships.com.au

Your completed application should include a cover letter of up to two pages addressing the selection criteria, along with your CV.

Please make subject line of your email: “Participant Experience Manager – Your Name”

Deadline: 9am, Monday 7 November 2022