FIND_THE_RIGHTJOB.

Guest Focus & Supplier Operations Coordinator

Berkeley, United States

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 team is responsible for reaching agreements with our 3,500+ subcontracted vendors and partners, which include some of the world’s 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 company’s 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 department—Guest 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, you’ll 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 partners. In Guest Focus, the responsibilities shift to guest support. You’ll 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 you'll 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 you'll 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

About Backroads:

At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.

Why Backroads:

At Backroads, we value every single member of our staff, and we’re proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have – you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud – delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks! For example our US office employees receive:

Comprehensive medical, dental, and vision insurance
401(k) with company match, flex plan, and parental leave
Generous 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 deals
Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
Wellness programs and regular lunchtime bike rides and yoga

Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Salary Ranges:

$26.93 - $33.66

At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role.

New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees.

Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee.

FROM OUR FOUNDER

I can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms.

Tom Hale, Founder & President

Similar jobs