Guest Focus & Supplier Operations Coordinator

Backroads•Berkeley, CA

17d•Hybrid

About The Position

The Guest Focus & Supplier Operations Coordinator supports guest case management and supplier operations. In the Guest Focus function, the role manages assigned guest injury and illness cases, communicates with guests, coordinates with field and regional teams, documents cases, escalates complex matters, and helps organize guest feedback data. In Supplier Operations, the role supports securing subcontractor services, updating vendor contracts and records, tracking required documentation, auditing service-change reports, and updating itineraries and systems to reflect confirmed changes. The position is based at Backroads’ Berkeley, California headquarters. It is on-site four days per week, with one work-from-home day per week. The stated salary range is $26.93–$33.66; the posting does not specify the pay period. Backroads describes itself as a guest-focused active travel company founded in 1979 and emphasizes sustainable growth, collaboration, balance, continual improvement, integrity, and high-quality results.

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.
Accurately document case details and updates in internal systems.
Escalate complex or sensitive issues to Leads or Managers as needed.
Assist in tracking and organizing guest feedback data for team reporting and insights.
Execute assigned tasks supporting the securing of subcontractor services and updating vendor contracts.
Enter and maintain accurate vendor, contract, and service data in company systems.
Track deadlines and follow up with vendors to ensure timely completion of required documentation, including contracts and certificates of insurance (COIs).
Audit reports for added or cancelled services and communicate updates through established processes.
Support itinerary and system updates based on confirmed service changes.
Escalate discrepancies or risks to Leads or Managers for resolution.