Guest Focus & Supplier Operations Coordinator

Backroads•Berkeley, CA

6d•Hybrid

About The Position

This is a dynamic, rotational role that supports both the Guest Focus and Supplier Operations teams. The position provides hands-on experience across both guest-facing and operational functions, contributing to the successful delivery of Backroads trips. You'll begin in Guest Focus and transition to Supplier Operations after approximately six months, continuing to rotate to support each team during peak periods. This role focuses on executing defined tasks and processes, supporting team goals, and ensuring work is completed accurately and on time. Success in this role requires strong organization, attention to detail, and the ability to follow established processes while adapting to changing priorities.

Requirements

Strong written and verbal communication skills, with ability to follow guidelines.
High attention to detail and strong organizational skills.
Ability to manage multiple tasks and deadlines in a structured environment.
Comfortable 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 is preferred.
Additional language skills are a plus.

Responsibilities

Manage assigned guest injury and illness cases, prioritizing based on established guidelines.
Communicate with guests via phone and email using approved templates and tone, ensuring clarity and professionalism.
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 to support team reporting and insights.
Execute 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 ensure timely completion of required documentation (e.g., contracts, COIs).
Audit reports for changes (added/cancelled services) and communicate updates using established processes.
Support updates to itineraries and systems based on confirmed service changes.
Escalate discrepancies or risks to Leads or Managers for resolution.