Exchange Program Support Manager

About HRC International

Founded in 1995, HRC International is the global leader in international hospitality training, recruitment, and career development. With offices across the USA, Europe, Africa, Latin America, and Asia, we create life changing career opportunities for hospitality professionals worldwide.

Our Mission

We connect the best possible employers with the best possible people by building long term relationships and never putting profits before people.

Our Culture

We are optimistic, energetic, people driven, and internationally minded. We believe in ownership, accountability, collaboration, and continuous development while keeping things human and fun.

Position Summary

The Exchange Program Support Manager serves as the Responsible Officer (RO) for HRC International's U.S. Department of State-designated J-1 Exchange Visitor Programs, including the Intern, Trainee, and Teacher categories. This position provides leadership for program operations, participant support, regulatory compliance, and team performance while ensuring the successful administration of exchange programs that meet sponsor obligations and organizational objectives.

The Exchange Program Support Manager oversees a team of program professionals responsible for participant intake, vetting, onboarding, monitoring, compliance, and ongoing support services. As the Responsible Officer, the position serves as the organization's primary authority on exchange visitor regulations, ensuring compliance with federal requirements while promoting operational excellence, participant satisfaction, and program quality.

This role works collaboratively across departments, to provide compliance leadership, support business initiatives, deliver organization-wide training, and ensure regulatory requirements are integrated into all aspects of the exchange visitor experience.

Essential Duties and Responsibilities

Responsible Officer (RO) Oversight & Regulatory Compliance

• Serve as the designated Responsible Officer (RO) for HRC International's J-1 Exchange Visitor Programs.
• Maintain authority and responsibility for compliance with all Department of State regulations, sponsor obligations, policies, and guidance.
• Oversee the administration and integrity of participant records within SEVIS and related case management systems.
• Ensure compliance with participant eligibility requirements, placement standards, monitoring requirements, and sponsor responsibilities.
• Provide guidance and decision-making on complex compliance matters, participant issues, and program exceptions.
• Lead regulatory audits, site visits, annual reporting, and Department of State reviews.
• Develop, implement, and maintain policies, procedures, and internal controls that support regulatory compliance and operational effectiveness.
• Monitor regulatory developments and ensure timely implementation of new requirements across programs and departments.
• Identify compliance risks and implement corrective actions to maintain program integrity and mitigate organizational risk.

Team Leadership & Staff Development

• Lead, supervise, and develop a team of program professionals supporting Intern, Trainee, and Teacher programs.
• Establish performance expectations, priorities, and service standards that align with organizational goals.
• Conduct regular coaching, mentoring, and performance management activities to support staff growth and accountability.
• Ensure staff possess the knowledge and skills necessary to administer programs accurately and compliantly.
• Oversee workload distribution and resource planning to ensure efficient program operations.
• Foster a culture of compliance, collaboration, customer service, and continuous improvement.
• Support employee engagement and professional development initiatives.

Program Intake, Vetting & Operational Management

• Direct day-to-day program operations related to participant intake, application review, and case management.
• Oversee vetting processes for participants, host organizations, schools, and placement sites to ensure compliance with program regulations and sponsor standards.
• Review and approve complex cases, eligibility determinations, and host placement arrangements.
• Ensure timely processing of participant applications and supporting documentation.
• Monitor operational performance and service metrics to ensure efficient and accurate program administration.
• Establish quality control measures that promote consistency and accuracy throughout the participant lifecycle.
• Support implementation of process improvements that enhance operational effectiveness and participant experiences.

Participant Support & Program Administration

• Oversee support services for exchange visitors throughout the program lifecycle, from application through program completion.
• Ensure participants receive required orientations, resources, and ongoing program support.
• Serve as an escalation point for participant concerns, emergencies, incident management, and complex case issues.
• Monitor participant welfare and program experiences to ensure compliance with sponsor obligations.
• Collaborate with host organizations, schools, and stakeholders to resolve issues and support successful program outcomes.
• Ensure timely communication and resolution of participant, host, and stakeholder inquiries.
• Support crisis management and emergency response activities involving exchange visitors.

Cross-Functional Compliance Partnership

• Partner closely with internal departmental teams to ensure compliance considerations are incorporated into business processes and program delivery.
• Provide expert guidance on regulatory requirements, participant eligibility, placement standards, sponsorship obligations, and risk mitigation strategies.
• Consult with teams regarding prospective partnerships, host organizations, schools, and program opportunities to evaluate compliance considerations and operational feasibility.
• Collaborate with teams to address participant concerns, compliance escalations, incident reporting, and corrective action requirements.
• Serve as a trusted advisor to departmental leaders on regulatory implications related to program growth, operational changes, and strategic initiatives.
• Support organizational decision-making by assessing compliance risks and recommending appropriate solutions.

Compliance Training & Organizational Education

• Lead the development and delivery of compliance training programs for employees across multiple departments.
• Facilitate onboarding and ongoing training related to J-1 Exchange Visitor Program regulations, sponsor responsibilities, and organizational policies.
• Partner with department leaders to ensure staff maintain a strong understanding of compliance requirements affecting their roles.
• Develop compliance resources, training materials, job aids, and standard operating procedures.
• Communicate regulatory updates and policy changes across the organization and ensure consistent implementation.
• Lead cross-functional workshops and training sessions focused on regulatory compliance, participant protection, risk management, and operational best practices.
• Promote a culture of accountability, compliance awareness, and participant-centered service throughout the organization.

Reporting, Analytics & Program Performance

• Develop and maintain programmatic reporting to support operational and strategic decision-making.
• Monitor and analyze key performance indicators related to participant volume, processing timelines, compliance outcomes, team productivity, and participant satisfaction.
• Prepare reports and presentations for leadership regarding program performance, risks, trends, and opportunities.
• Ensure accurate and timely submission of required internal and external reports.
• Utilize data analysis to identify opportunities for operational improvements and enhanced participant experiences.
• Support organizational planning through forecasting, trend analysis, and performance evaluation.

Continuous Improvement & Strategic Initiatives

• Lead initiatives that improve operational efficiency, participant support, and program quality.
• Evaluate existing workflows and recommend enhancements to systems, processes, and service delivery models.
• Support implementation of technology solutions and automation initiatives that increase efficiency and reduce risk.
• Contribute to strategic planning and program development efforts.
• Ensure operational practices align with organizational goals, sponsor obligations, and Department of State requirements.
• Drive continuous improvement efforts that support organizational growth, compliance excellence, and stakeholder satisfaction.

Required Qualifications

• Bachelor's degree in International Affairs, Education, Business Administration, Public Administration, Human Resources, or a related field.
• Minimum of 7 years of experience administering exchange visitor programs or other highly regulated programs.
• Minimum of 3 years of leadership experience managing teams and operational functions.
• Experience serving as a Responsible Officer (RO), Alternate Responsible Officer (ARO), or equivalent compliance leadership role.
• Extensive knowledge of Department of State J-1 Exchange Visitor Program regulations, sponsor obligations, and compliance requirements.
• Experience with SEVIS administration and participant record management.
• Demonstrated success leading operational teams and managing complex program activities.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.

Preferred Qualifications

• Master's degree in a related field.
• Experience overseeing multiple J-1 program categories.
• Experience leading regulatory audits, site visits, or compliance reviews.
• Experience with process improvement, project management, and operational excellence initiatives.
• Experience collaborating with educational institutions, employers, and international partners.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

EEO Statement

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Please note that this job description is not designed to cover all activities, duties, or responsibilities. Activities duties and responsibilities may change at any time with or without notice.