Guest Focus & Supplier Operations Coordinator

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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 Departments:

The Supplier Operations team is part of our greater Trip Development Department comprised of contract administrators and data specialists located in Berkeley CA and Utrecht Netherlands. The teamis responsible forreaching agreements with our 3500 subcontracted vendors and partners which include some of the worlds most remarkable restaurants transportation vendors and experience providers. This team is focused on building relationships and confirming services with our partners in a timely manner that yields the best outcome for both the vendor and Backroads and plays a key role in providing amazing experiences for our guests.

The Guest Focus team is also part of the Trip Development Department at Backroads and plays a vital role in enhancing our guests experiences by expertly managing feedback and resolving concerns with care and professionalism. They communicate clearly and empathetically turning challenges into positive outcomes while representing the companys voice. This team collaborates closely across departments to drive quality improvements and ensure every guest looks forward to their next adventure. Their problem-solving mindset and commitment to excellence help maintain Backroads reputation for outstanding service.

About the role:

The Guest Focus & Supplier Ops Coordinator is a unique dual-team role that offers exposure to two vital parts of the Trip Development departmentGuest Focus & Supplier Operations. This role shifts seasonally with support focused on the Supplier Ops team from November to May and transitioning to Guest Focus from May to November.

In Supplier Operations youll serve as a key resource by managing vendor relationships securing subcontractor dates negotiating rates and effectively owning subcontractor contracts within your assigned region while collaborating closely with both internal stakeholders and external Guest Focus the responsibilities shift to guest support. Youll respond to guest feedback with empathy and professionalism using problem-solving and communication skills to resolve concerns uphold service standards and ensure every guest feels valued and excited to travel with Backroads again. This position offers the opportunity to work in two dynamic teams within Trip Development and requires a strategic and service-minded professional who can balance analytical thinking with empathy confidently navigate complex conversations with both vendors and guests and build strong relationships that support broader operational goals. Success in this role hinges on sound judgment adaptability and a genuine passion for delivering exceptional experiences in a fast-paced purpose-driven environment.

What youll be doing:

Supplier Operations

• Efficiently secure sub-contractor dates and negotiate rates for seasonal contracts.
• Collaborate with Trip Experts and Regional Leads to ensure all systems are accurately updated by the Post-Season Update deadline.
• Regularly audit internal reports for added or cancelled service dates and proactively communicate changes to vendors.
• Ensure all required Certificates of Insurance (COIs) are obtained and filed in a timely manner.
• Communicate clearly and professionally with key stakeholders across departments and in the field.
• Coordinate with relevant team members to secure sub-contractors and adjust bookings based on assortment changes or operational needs.
• Update itineraries and supplier records when services are changed denied or newly confirmed.
• Take ownership of contract documentation and ensure records are maintained accurately across shared systems.
• Identify and escalate vendor or service-related risks to relevant stakeholders in a timely manner.

Guest Focus:

• Handle guest concerns and feedback with expertise (by email and phone) ensuring every guest is looking forward to their next trip.
• Employ your creativity and problem-solving skills to navigate and resolve any situation no matter how complex.
• Craft clear professional and error-free written responses to guest feedback in a manner that reflects Backroads voice and commitment to quality.
• Manage and prioritize guest issues effectively working both independently and as part of a team to achieve goals.
• Take on guest phone calls with empathy and integrity maintaining confidence in challenging conversations.
• Demonstrate negotiation skills in offering fair solutions such as credits and refunds.
• Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.

What youll need to be successful:

• Exceptional communication skills capable of engaging effectively with both vendors and guests.
• Confident phone presence comfortable initiating calls to clarify details negotiate with vendors and resolve guest issues efficiently.
• Strong organizational prowess and the ability to pivot between tasks seamlessly managing priorities and deadlines effectively.
• Strong service-orientation exemplified through your passion for working directly with guests and vendors to resolve issues and find solutions that benefit both parties.
• Strong problem-solving skills leveraging knowledge and experience to navigate guest issues troubleshoot inefficiencies analyze data and propose thoughtful solutions to complex vendor challenges.
• Maturity and composure under pressure demonstrated through the ability to navigate emotionally charged situations with professionalism empathy and poise.
• Ability to work effectively both independently and as part of a team
• Enthusiasm about working for Backroads and have a passion for active travel and the outdoors

Work Environment:

• Berkeley CA
• 4 days in-office