Program Director for Residential Programs

Requisition Number: PROGR002650

Full-Time Locations The Program Director is responsible for the strategic planning, development, implementation, and overall success of assigned residential programs. This year-round leadership position oversees program operations, participant experience, staff management, enrollment growth initiatives, financial performance, and stakeholder relationships. The Program Director serves as the primary leader for assigned programs and works collaboratively with university/campus partners, internal departments, seasonal staff, students, and families to ensure exceptional program outcomes. The Program Director provides leadership throughout the entire program lifecycle— from recruitment and enrollment through program delivery, evaluation, and continuous improvement—while ensuring alignment with organizational goals, partner expectations, and the mission of ESF Camps & Experiences. Lead the recruitment, selection, hiring, onboarding, training, supervision, and evaluation of seasonal and program staff. Develop staffing plans based on enrollment projections and program needs Partner with the TOPs division and internal departments to attract and retain high-quality staff. Conduct interviews, hiring events, and candidate outreach activities throughout the year. Create and facilitate staff training programs that promote safety, customer service, leadership, and operational excellence. Provide coaching, mentorship, and performance management to seasonal and year-round team members. Foster a positive team culture that supports engagement, accountability, and professional development. Customer Service & Participant Experience Serve as a primary point of contact for students, families, and other program stakeholders. Ensure exceptional customer service throughout enrollment, pre-arrival, the program, and post-program. Respond to participant and family inquiries in a timely and professional manner. Oversee participant communication strategies and customer support initiatives. Develop systems to monitor participant satisfaction and identify opportunities for improvement. Review program feedback, surveys, and assessment data to enhance future program offers. Manage escalated concerns and work collaboratively to resolve issues while maintaining positive stakeholder relationships. Budget & Financial Management Develop and manage annual program budgets for assigned programs in collaboration with the CFO, division leadership, and University/campus partners. Monitor and manage revenue, expenses, and financial performance throughout the program lifecycle. Analyze enrollment trends and financial data to support forecasting and strategic decision-making. Approve program expenditures and ensure responsible allocation of resources. Collaborate with leadership on pricing strategies, financial planning, and program growth initiatives. Complete post-program financial reconciliation and reporting. Identify opportunities for operational efficiencies and cost savings while maintaining program quality. Partner with Marketing, Admissions, and Enrollment teams to support program recruitment and growth. Provide program expertise to assist with marketing content, promotional materials, website updates, and enrollment communications. Review program materials to ensure accuracy and consistency. Participate in recruitment events, informational sessions, webinars, school visits, conferences, and other outreach initiatives. Monitor enrollment performance and collaborate with internal teams to achieve enrollment goals. Assist with developing new program offerings and exploring expansion opportunities on campus. Utilize program data and market trends to inform strategic planning and future program development. On-Site Program Leadership & Operations Serve as the designated on-call leader for the duration of the program, maintaining 24/7 availability to respond to emergencies, critical incidents, participant concerns, and operational issues. Act as the primary point of contact for all significant matters requiring escalation and ensure timely communication and regular updates to the Director for Residential Programs and ESF senior leadership regarding emergencies, incidents, and other high- priority situations. Oversee all aspects of daily program management, participant experience, logistics and operations. Ensure compliance with organizational policies, safety standards, risk management protocols, and partner requirements. Lead program planning and implementation, including schedules, staffing, transportation, events, excursions, and participant services. Manage emergency response procedures, incident documentation, and crisis communication when necessary. Coordinate participant arrival, departure, housing, dining, and activity logistics. Monitor program quality and implement real-time operational improvements. Maintain a visible leadership presence and foster a positive, engaging, and inclusive program environment. Ensure all program objectives and operational standards are consistently met. Collaboration with University Partners Develop and maintain strong working relationships with assigned university and institutional partners. Serve as a primary liaison between ESF Camps and partner institutions. Coordinate planning meetings and ensure alignment on program goals, expectations, and deliverables. Address operational concerns and proactively identify solutions to support successful partnerships.