Guest Focus & Supplier Operations Coordinator

Backroads is a company passionate about connecting guests with beautiful places through exceptional biking, hiking, and multi-adventure trips. The Guest Focus & Supplier Operations Coordinator role involves supporting both guest-facing and operational functions, ensuring the successful delivery of trips while managing guest cases and vendor operations.ResponsibilitiesManage assigned guest injury and illness cases, prioritizing based on established guidelinesCommunicate with guests via phone and email using approved templates and tone, ensuring clarity and professionalismCoordinate with Field Staff and Regional Teams to support ongoing guest needsAccurately document case details and updates in internal systemsEscalate complex or sensitive issues to Leads or Managers as neededAssist in tracking and organizing guest feedback data to support team reporting and insightsExecute assigned tasks to support securing subcontractor services and updating vendor contractsInput and maintain accurate vendor, contract, and service data in company systemsTrack 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 processesSupport updates to itineraries and systems based on confirmed service changesEscalate discrepancies or risks to Leads or Managers for resolutionSkillsStrong written and verbal communication skills, with ability to follow guidelinesHigh attention to detail and strong organizational skillsAbility to manage multiple tasks and deadlines in a structured environmentComfortable learning and using internal systems and toolsAbility to work independently on assigned tasks while seeking guidance when neededProficiency in Microsoft 365Familiarity with Salesforce or reporting toolsAdditional language skills are a plusBenefitsComprehensive medical, dental, and vision insurance401(k) with company match, flex plan, and parental leaveGenerous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family!Outdoor industry discounts and dealsAlternative commuter incentives for biking, walking, carpooling, or using public transportation to get to workWellness programs and regular lunchtime bike rides and yogaCompany OverviewBackroads is a biggest active travel company. It was founded in 1979, and is headquartered in Berkeley, California, USA, with a workforce of 501-1000 employees. Its website is https://www.backroads.com.



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