Road Scholar

• Select, edit and upload photos for Road Scholar trips, instructors, collections, and other web landing pages • Design templates for social media content and create assets for the social team • Provide creative support to and take direction from senior designers in producing high-quality digital assets for web, blogs, social media, and more • Present your work to marketing leadership at the end of your internship

• Design/build, edit and launch 3-4 emails campaign proofs per week using established drag-and-drop templates • Select, edit and update photos for use in email campaigns and web collections • Transform manuscripts into polished and digestible enews content, using Road Scholar’s existing brand guidelines • Provide creative support to and take direction from senior designers in producing high-quality digital assets for email and more. • Present your work to marketing leadership at the end of your internship

• Select and build targeted audience segments for email campaigns • Deploy marketing emails from Braze • Report on campaign performance and analyze A/B tests • Design, prompt-engineer, and test specialized AI-agents in Optimizely Opal

• You'll play an active role in the entire partnership marketing lifecycle, from initial onboarding to fostering long-term success. • You will help manage key operational tasks like managing workflows and promotional giveaways while developing your partner management skills. • You’ll also contribute to our growth by helping summarize meeting notes, compiling the quarterly reach report and researching future partnerships. • Monitor partnerships inbox for potential opportunities. • Update partner calendar to reflect upcoming projects + events. • Set up and manage workflows for partner projects. • Send weekly updates to the team on current partnership projects happening. • Shadow partnerships manager on partner calls + update notes in partnership tracker. • Assist the partnerships manager with program giveaways. • Research future partners for marketing and tourism boards. • Assist in the quarterly partner report.

• Serve as a key resource, supporting multiple Operations Managers on up to 25 program itineraries, spanning diverse product lines and program types. • Manage and balance multiple timelines and deadlines simultaneously, ensuring accuracy, organization, and timely delivery of program needs. • Independently manage the coordination and confirmation of program logistics, including hotel accommodations, field trips, transfers, meals, special needs and additional program staff for 25+ assigned programs. • Support the negotiation and vendor management of contracts and agreements for services, adhering to each program and vendor budget. • Independently respond to complex customer service requests with clear and timely communication, addressing program questions and special requests. • Focus on providing effective solutions while supporting and encouraging participant enrollments. • Daily analysis of enrollments and space allotments on programs, ensuring optimal use of capacity in keeping with contractual deadlines • Independently assess and resolve program issues by reviewing, troubleshooting, triaging, and implementing necessary changes before and during program execution; exercise sound judgment to determine when to escalate complex situations. • Assist on pre-program briefings with on-site program staff • Post program review and reconciliation of financial details and invoices for vendors, staff and other program expenses • Work closely with the Program Administration and Program Services teams to ensure the materials and reports are created and distributed on time and with the highest level of accuracy. • Develop comprehensive knowledge of program content and destinations to serve as a go-to resource for assigned regions. • Will be required to attend and work on certain programs related to the position • Ability to manage and maintain work in multiple systems • Moderate travel and some evening and weekend work required • Additional duties assigned

• Maintain and enhance the knowledge management system with training materials, resources, and documentation to support ongoing learning and ensure accuracy, accessibility, and relevance to current travel services operations • Lead and mentor a team of training specialists, including those focused on new hire onboarding, ongoing training development, and knowledge repository management • Supervise the Air Help Desk Supervisor and provide guidance to ensure the help desk team effectively supports inbound agents assisting participants • Foster a culture of continuous learning and development within Travel Services, promoting employee growth and career advancement opportunities while conducting regular one-on-one meetings with direct reports • Oversee the training team in managing behavioral and performance issues for new hires, ensuring timely execution and thorough documentation • Analyze performance data to identify trends, areas for improvement, and training needs, implementing initiatives to address performance gaps and enhance overall service quality • Continuously evaluate and refine training methodologies and processes to improve efficiency and effectiveness, staying updated on industry trends and best practices in travel services and contact center training • Apply the ADDIE model of Analysis, Design, Development, Implementation, and Evaluation to create innovative best practice training and communication plans based on needs/gap analysis and organizational goals • Direct and oversee the training team, ensuring deadlines are consistently met and following up to ensure effectiveness of training and communications • Develop and coach training specialists and the Air Help Desk Supervisor to enhance their leadership capabilities and professional growth • Exercise people management authority including participation in recruitment, performance decisions, pay/promotional recommendations, and succession planning for the training team • Align the training team around strategic initiatives and organizational objectives, creating partnerships that break down organizational silos • Contribute to and support the development of departmental strategies for Travel Services training and knowledge management • Influence policies and establish procedures within the training function and knowledge management area • Make independent decisions on matters of importance for the training function and its impact on Travel Services operations • Drive initiatives and lead change management across the training team and in support of broader Travel Services goals

• Lead and manage all logistics and responsible for supporting educational delivery and quality including but not limited to: Airport meet & greet (when transfer is included); facilitate hotel check-in and registration. • Reconfirm vendors & included activities (instructors, local guides, coach, restaurants, etc.). • Conduct Orientation and Farewell Briefings and Daily Wrap-up Briefings Listening Device Management. • Accompany participants to all scheduled program activities and be available 24-7. • Enhance “free time” opportunities through providing suggestions and organize group dining opportunities. • Liaise with local guides and instructors to ensure content is presented in a clear and relevant manner and to drive Q&A and educational impact with participants. • Disbursement of payment to vendors (including tips) and manage program budget. • Anticipate and resolve program issues on site. Issues to include participant attitude, mobility concerns, dietary restrictions, vendor cancellations, missed activities, weather events. This should be done in close liaison with Road Scholar. • Follow established emergency procedures and elevate issues to Road Scholar as necessary. • Adhere to Road Scholar branding guidelines regarding use of Road Scholar apparel & signage.

• Support multiple Operations Managers on up to 50 different program itineraries across product lines and a variety of program types. • Liaise with our Customer Service team providing timely communication regarding participants’ program questions and special requests, to find solutions and encourage enrollments. • Work with the program operations team and to ensure that program materials are completed accurately and on time, all procedures for managing programs are followed, and complete and accurate information has been submitted. • Arrange and confirm program details and logistics such as hotel nights, field trips, transfers, meals and additional program staff. • Assist with negotiation of contracts for these items dependent on experience. • Daily analysis of enrollments and space allotments on programs, ensuring optimal use of capacity in keeping with contractual deadlines. • Review, triage and action program changes when complications occur prior to and during programs. • Assist in preparing group leaders and on the ground staff for upcoming departures. • Review and reconciliation of financial details and invoices for vendors, staff and other program expenses. • Work closely with the Program Administration team to ensure the materials and reports are created and distributed on time. • Develop comprehensive knowledge of program content and destinations. • Will be required to attend and work on certain programs related to the position. • Moderate travel and some evening and weekend work required.

• Oversee the management and scheduling of Road Scholar's online program calendar • Develops and administers online programs, overseeing instructor selection, budgeting, and program logistics • Supervises and supports staff responsible for developing, scheduling, and delivering online programs • Collaborates across departments to plan, execute, and enhance Road Scholar's portfolio of online programs • Monitors and evaluates participant feedback, identifies quality concerns, and resolves issues promptly • Utilizes software applications and platforms—including Zoom, Salesforce, and MicroStrategy • Identifies and implements opportunities for new content, formats, and strategies to expand and enrich Age Well and other online offerings • Supports the development and refinement of internal processes and workflows related to online program delivery • Partners with subject matter experts in aging, health, wellness, caregiving, and related fields to develop relevant programming • Serves as Moderator and/or Zoom Producer for online programs as needed

• Support multiple Operations Managers on up to 50 different programme itineraries across product lines and a variety of programme types • Liaise with our Customer Service team, providing timely communication regarding participants’ programme questions and special requests, to find solutions and encourage enrollments • Work with the programme operations team to ensure that programme materials are completed accurately and on time, all procedures for managing programmes are followed, and complete and accurate information has been submitted • Arrange and confirm programme details and logistics such as hotel nights, field trips, transfers, meals, and additional programme staff • Assist with negotiation of contracts for these items, dependent on experience • Daily analysis of enrollments and space allocations on programmes, ensuring optimal use of capacity in keeping with contractual deadlines • Review, triage, and take action on programme changes when complications occur prior to and during programmes • Assist in preparing group leaders and on-the-ground staff for upcoming departures • Review and reconciliation of financial details and invoices for suppliers, staff, and other programme expenses • Work closely with the Programme Administration team to ensure materials and reports are created and distributed on time • Develop comprehensive knowledge of programme content and destinations • Will be required to attend and work on certain programmes related to the position • Moderate travel and some evening and weekend work required • Additional duties as assigned