CCM Specialist, Participant Experience (100% Remote)

When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar. What's our secret? Dedicated and talented staff who believe in our mission.

The CCM Specialist, Participant Experience is responsible for creating and deploying all participant communications through our Customer Communication Management tool. This position plays an important role in the Participant Experience (PX) department by managing the participant communication strategy and contributing to complex projects that support the organization’s overall strategic objectives. While building and maintaining communication workflows, the Specialist actively identifies any negative trends and escalates any policies, practices and touch points that may negatively impact participants’ experiences.

Road Scholar offers a remote-first work environment. The compensation range for this exempt level salaried position is $50,000 - $55,000.

You Will...

• Develop and maintain a high level of competency in Customer Communication tools, including Inspire Designer, Inspire Automation, and Quadient Cloud
• Utilize Inspire Designer, Inspire Automation, and Quadient Cloud to create and deploy participant emails and automations
• Manage library of existing email templates and create and automate future email templates.
• Lead and contribute to QA and UAT plans including identifying and resolving bugs, as well as flagging experiential concerns
• Lead and contribute to business requirements sessions with Road Scholar’s Marketing department for automated participant communications, ensuring the participant experience is at the forefront of decision-making
• Lead and contribute to creative sessions with Road Scholar’s Participant Experience and Marketing departments, offering thoughtful solutions that result in an improved participant experience at each journey touchpoint
• Maintain high-quality resource pages that will be used for training staff across the organization on our participant’s communication journey and strategy
• Identify and address technical system troubleshooting post-deployment and ongoing maintenance of communications, as business and participant needs dictate
• Monitor feedback from participants via case replies and contribute thoughtful solutions to improve their experience
• Safeguard all confidential business and customer information and adhere to all security policies.

You Need...

• Must have an aptitude for technology, computing, and file management
• Excellent troubleshooting, analytical, and problem solving skills, the ability to manage multiple projects under strict timelines
• Detail oriented, with a high sense of urgency, accuracy, and quality
• Be self-directed and motivated, continuously looking for ways to improve participant experience, system functions, and communication strategy.
• General knowledge of common Customer Communication Management frameworks and systems.
• Experience with Quadient/Inspire Designer and Automation is a plus
• Eager to learn and utilize resources, and the ability to absorb information quickly.
• Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to convey technical concepts to technical and nontechnical audiences at various hierarchical levels
• Experience with scripting and HTML code is a plus

Education and Experience:

• Bachelor’s Degree or equivalent experience required
• 3 years related experience in a customer focused role, call/contact center preferred
• Extremely organized; demonstrated speed, quality and accuracy with high-volume data
• Outstanding writing ability and professional verbal, phone and email communication skills
• Excellent office skills with the ability to retain, organize and access large amounts of information

Why join the Road Scholar Team...

We offer competitive compensation and excellent benefits:

• Medical, Dental and Vision Insurance
• 3 weeks of Vacation Time
• Up to 8 days of Sick Time
• Hybrid work environment - ability to work remote!
• Paid Holidays (11)
• Retirement Plan with a company match up to 5%
• Identity Protection
• Unlimited On-line Training thru Linkedinlearning.com

• Learn more at https://www.roadscholar.org/careers/

For serious consideration, please submit a cover letter with your resume telling us why you are interested in the position.

An Equal Opportunity Employer
Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

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