Sales & Guest Services Manager

Backroads•Berkeley, CA

3d•Hybrid

About The Position

The Sales & Guest Services Manager leads and develops a high-performing Sales & Guest Services team, oversees daily operations, and helps ensure an exceptional guest experience. The role combines people leadership, sales and performance management, operational expertise, and hands-on support for complex guest situations. As a key leader, the manager coaches and develops employees, monitors team performance, and serves as a primary escalation point for challenging guest cases. The role requires deep expertise in Backroads’ systems, policies, procedures, and travel insurance offerings, and involves driving departmental initiatives and partnering across teams to improve operations and the guest experience. The position is based on-site in Berkeley, California, with four days in the office and one day working from home on Wednesdays. Applicants are asked to submit an updated resume and cover letter explaining why they are a strong fit.

Requirements

At least 2 years of people management experience, preferably in sales, customer service, or a contact center environment.
Demonstrated success coaching, developing, and managing employee performance.
Exceptional customer service, communication, conflict resolution, and de-escalation skills; ability to make sound decisions and remain composed in challenging situations.
Proactive and resourceful approach, strong follow-through, demonstrated accountability, and ability to work independently with minimal oversight.
Strong organizational, prioritization, and project management skills; ability to balance competing responsibilities in a fast-paced environment.
Strong analytical and problem-solving skills, including the ability to anticipate challenges, identify solutions, and drive improvements.
Ability to quickly learn and master complex systems, policies, and procedures.
Proficiency in Microsoft Office Suite.
On-site work in Berkeley, CA, with four days in the office and one work-from-home day on Wednesdays.
Provide an updated resume and cover letter explaining why you are a strong fit for the role.

Nice To Haves

People management experience in sales, customer service, or a contact center environment.
For candidates coming from the field, H&T/Mentor experience is highly preferred.
Experience with Salesforce and Five9.
Bachelor’s degree.

Responsibilities

Lead, coach, and develop approximately 5–7 Sales & Guest Services employees through regular feedback, performance management, and development support, particularly for new hires.
Foster a positive, collaborative, and accountable team environment; set clear expectations, address performance gaps, and support employee growth.
Handle escalated complex and sensitive guest situations, including cancellations, policy exceptions, and travel disruptions, with empathy, sound judgment, and professionalism.
Own escalated guest cases through resolution, balancing guest satisfaction with company policies and business considerations while ensuring timely communication, documentation, and follow-through.
Oversee daily sales operations and team performance to meet service standards, sales goals, and productivity expectations.
Monitor performance metrics and trends, identify improvement opportunities, and implement changes to strengthen team effectiveness and guest satisfaction.
Develop expertise in Backroads’ systems, including Ascent, Salesforce, and Five9, and in reservation, payment, cancellation, refund, and guest-exception policies and procedures; provide guidance and training to employees.
Build thorough knowledge of Backroads’ travel insurance partnership, products, coverage, claims processes, and escalation procedures; stay current on operational changes and keep the team informed and trained.
Own departmental projects and initiatives from planning through completion, anticipate challenges, manage competing priorities, and communicate progress and risks to leadership.
Collaborate with Guest Focus, Sales Operations, Marketing, and other teams to resolve operational challenges, improve processes, and support a consistent guest experience.