Program Services Manager
$44,000–$44,000 year
HybridLyon, Auvergne-Rhône-Alpes, France
Job Summary
Support France programs by coaching Trip Experience Leaders, gathering live traveler feedback, and developing practical training plans to ensure high-quality delivery. Manage on-the-road operations by handling changes, delays, or service issues with professionalism while maintaining service standards under pressure. Build trusted relationships with field teams through consistent communication and provide clear, constructive feedback to align with company standards. Travel up to 70% of the time during high season to train guides and tour leaders. This role requires fluency in French and English, along with strong problem-solving skills and a passion for authentic cultural experiences.
Required Qualifications
- Fluent in French
- Based in or willing to relocate to Lyon
- Strong understanding of France, its regions, and the standards expected in the French travel and hospitality environment
- Strong understanding of North American travelers and their expectations
- Minimum of three years' relevant experience
- Travel industry and people management experience
- Experience in a field-based, tour operations, hospitality, or customer experience environment
- Ability to travel up to 70% of the time during high season
- Fluency in written and spoken French
- English is required
- Good knowledge of Microsoft Word and Excel
- Natural leadership and credibility with field-based teams
- Strong performance management and coaching ability
- Ability to build, motivate, and develop high-performing teams in a collaborative environment
- Practical, hands-on mindset and strong ownership
- Resilience, adaptability, and emotional maturity
- Proven ability to make decisions, manage sensitive situations, and take ownership
- Collaborative team player, comfortable working across local and international teams
- Excellent interpersonal and communication skills
- Strong problem-solving skills and service-oriented judgment
Desired Qualifications
- Deep knowledge and understanding of France, its culture, geography, regional diversity, and hospitality standards
- Experience hiring, training, scheduling, and coaching guides, tour leaders, or customer-facing teams to ensure high-quality delivery and alignment with company standards
- Ability to develop practical training and on-the-road coaching plans that support authentic experiences and meaningful traveler engagement with French culture
- Strong coaching and training mindset, with the ability to give clear, constructive feedback
- Ability to build and maintain trusted, long-term relationships with Trip Experience Leaders through consistent, respectful, and motivational communication
- Strong sense of urgency, follow-through, and ability to work effectively under pressure while maintaining high service standards
- Ability to support a performance-driven strategy focused on product quality, operational excellence, traveler satisfaction, and cost awareness
- Genuine passion for France, travel, culture, and creating memorable traveler experiences
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