Guest Experience & Vendor Operations Coordinator

Backroads; San Francisco (CA); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

One WFH day per week

Job summary

Backroads, headquartered in Berkeley, seeks a detail-oriented professional to support guest experiences and supplier operations. You will manage guest injury and illness cases, communicate with guests professionally, coordinate with field staff, and document case updates in internal systems.

You will also maintain vendor and contract data, track deadlines, audit changes, and assist in updating itineraries. Escalating complex issues to Leads or Managers as needed, you will help ensure accurate

Qualifications

• 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.
• 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 guidelines.
• Communicate with guests via phone and email using approved templates and tone.
• Coordinate with Field Staff and Regional Teams to support guest needs.
• Document case details and updates in internal systems.
• Escalate complex issues to Leads or Managers as needed.
• Assist in tracking guest feedback data for team reporting and insights.
• Execute 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 documentation.
• Audit reports for changes 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.

Skills

Communication skills

Attention to detail

Multitasking

Independence

Additional language skills

Tools

Microsoft 365

Salesforce

Reporting tools

Job description

Backroads, headquartered in Berkeley, seeks a detail-oriented professional to support guest experiences and supplier operations. You will manage guest injury and illness cases, communicate with guests professionally, coordinate with field staff, and document case updates in internal systems.

You will also maintain vendor and contract data, track deadlines, audit changes, and assist in updating itineraries. Escalating complex issues to Leads or Managers as needed, you will help ensure accurate