Guest Focus & Supplier Operations Coordinator

Backroads is a company passionate about connecting guests with beautiful places around the world through exceptional biking, hiking, and multi-adventure trips. The Guest Focus & Supplier Operations Coordinator role supports both guest-facing and operational functions, focusing on executing defined tasks, managing guest cases, and ensuring timely completion of operational processes. Responsibilities Manage assigned guest injury and illness cases, prioritizing based on established guidelines Communicate with guests via phone and email using approved templates and tone, ensuring clarity and professionalism Coordinate with Field Staff and Regional Teams to support ongoing guest needs Accurately document case details and updates in internal systems Escalate complex or sensitive issues to Leads or Managers as needed Assist in tracking and organizing guest feedback data to support team reporting and insights Execute assigned 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 completion of required documentation (e.g., contracts, COIs) Audit reports for changes (added/cancelled services) 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 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 Additional language skills are a plus Benefits 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 Company Overview Backroads 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