Guest Focus & Supplier Operations Coordinator
About The Position
The Guest Focus & Supplier Operations Coordinator supports guest case management and supplier operations. The role manages assigned guest injury and illness cases, communicates with guests using approved templates and tone, coordinates with field and regional teams, documents case details, and escalates complex or sensitive issues. It also supports securing subcontractor services, maintaining vendor and contract data, tracking required documentation, auditing service changes, and updating itineraries and systems based on confirmed changes. This position is based at Backroads’ Berkeley, California headquarters. The work arrangement is four days in the office and one day working from home each week. Backroads describes its culture as collaborative, transparent, and committed to high-quality results, continual improvement, and inclusion. The listed salary range is $26.93–$33.66; new hires are typically offered a starting salary between the range minimum and midpoint.
Requirements
- Strong written and verbal communication skills and the ability to follow guidelines.
- High attention to detail and strong organizational skills.
- Ability to manage multiple tasks and deadlines in a structured environment.
- Comfort learning and using internal systems and tools.
- Ability to work independently on assigned tasks while seeking guidance when needed.
- Proficiency in Microsoft 365.
Nice To Haves
- Familiarity with Salesforce or reporting tools.
- Additional language skills.
Responsibilities
- Manage assigned guest injury and illness cases, prioritizing them according to established guidelines.
- Communicate with guests by phone and email using approved templates and tone.
- Coordinate with Field Staff and Regional Teams to support ongoing guest needs.
- Document case details and updates accurately in internal systems.
- Escalate complex or sensitive guest issues to Leads or Managers as needed.
- Assist in tracking and organizing guest feedback data for reporting and insights.
- Complete assigned tasks to support securing subcontractor services and updating vendor contracts.
- Input and maintain accurate vendor, contract, and service data in company systems.
- Track deadlines and follow up with vendors to obtain required documentation, including contracts and COIs.
- Audit reports for added or cancelled services and communicate updates using established processes.
- Support itinerary and system updates based on confirmed service changes.
- Escalate discrepancies or risks to Leads or Managers for resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
