Field Expert Program Lead

Excited to grow your career

We value our talented employees and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you we encourage you to apply!

Our people make all the difference in our success.

About The Role
The Field Expert (FE) Program Lead drives the strategy development and execution of the Trip Expert (TE) program at Backroads. This role is responsible for training design and delivery communications strategy performance management and systems oversight to ensure that TEs deliver consistent high-quality outcomes. The Lead also oversees accountability escalations and continuous program improvement serving as the primary liaison between the field and office teams.

Its an ideal opportunity for someone with previous Trip Expert experience who has strong leadership communication and facilitation skills. The Lead plays a key role in shaping program strategy improving cross-departmental alignment and enhancing the overall TE experiencewell-suited for someone ready to lead at a program level.

What Youll Be Doing

Hiring & Onboarding

• Create and refine onboarding and training materials that accelerate TE development and align with program standards and partner closely with the Sr. Manager of Trip Development Programs on content

Training Strategy & Delivery

• Design facilitate and continually enhance TE training programs (New TE Training Returning TE Training Advanced Skills Spotlight Series BLUE and Quality Summit).

• Evaluate training effectiveness incorporate feedback and adapt content to evolving program needs.

Communications & Messaging

• Own TE-facing communication across Teams SharePoint newsletters and email ensuring clarity consistency and engagement.

• Develop a regular communication cadence to keep TEs informed supported and aligned with program priorities.

Systems & Resources

• Maintain and improve TE tools resources and deliverable-tracking systems to ensure accessibility and efficiency.

• Partner with Data Quality and Product teams to identify and implement system enhancements that streamline workflows.

Performance & Feedback

• Monitor TE deliverables conduct accountability conversations and provide coaching to maintain quality and compliance.

• Collaborate with leadership to identify trends address performance challenges and celebrate successes.

Program Development & Cross-Functional Collaboration

• Lead initiatives that enhance program quality scalability and staff experience through process and training innovations.

• Partner cross-functionally with Scheduling Operations Data Quality and Supplier Operations to align TE deliverables with broader business needs.

What Youll Need To Be Successful

• 3 year TE experience

• Trip Development or Field Expert Program work experience

• Experience as an LD mentor

• Strong organizational and time management skills

• Strong communication abilities emphasis on attention to detail in formatting and tone

• Strong facilitation skills

• Strong leadership organization work ethic time management skills and ability to prioritize between competing tasks and deadlines.

• Ability to manage multiple priorities under tight timelines

• Ability to work autonomously and to collaborate with a team

• Collaborative dependable and solution-oriented - emphasis in cross-functional settings

• Proficient in Microsoft Office Suite (Word Excel Outlook PowerPoint Teams)

• Proficient in Ascent

Application Details

Reach out to Daysha Lichty with questions