Client Operations Associate (GTM/Improvements)

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The GTM/Client Operations team works cross-functionally to bring excellence to the way FareHarbor’s client-facing teams operate.

As a Client Operations Associate, you’ll take on a wide variety of projects focused on improving the efficiency and impact of how we bring value to our clients. By taking full ownership of your projects, you’ll develop subject matter expertise and a comprehensive understanding of how all of the moving pieces fit together. Over time, you’ll develop a reputation for knowing how everything works, and why. By applying your ability to understand business needs, solve challenging problems, and execute complex projects, you’ll help build the foundation of FareHarbor’s future growth.

What you’ll do here:

• Help build new processes, and improve or replace outdated and inefficient processes
• Collaborate to design solutions in line with the team’s best practices by ensuring new processes produce the necessary performance data, all possible steps are automated, the broader operational infrastructure is not negatively impacted, and all changes are properly documented
• Perform primary research and discovery
• Manage successful implementation of changes through all phases
• Collaborate with Engineering, Analytics, and functional leadership and trainers to ensure projects ultimately conclude successfully
• Support your peers with their respective projects, as needed
• Maintain our existing operational infrastructure (softwares, automations, and other systems)
• Quickly resolve reactive system issues
• Ensure all documentation is current and thorough

Requirements:

• 3+ years of process implementation experience
• 2+ years of experience managing complex projects with multiple stakeholders
• Prior experience configuring automations with no/low-code systems
• Prior experience troubleshooting system issue escalations and optimizing the configuration of CRM systems (Close preferred), Zendesk, Zapier, Airtable, and related systems
• Strong written, visual, and verbal communication skills
• Strong stakeholder management skills
• An appetite for “getting in the weeds”
• Experience drafting technical documentation or training materials preferred
• Experience working at a high-growth SaaS company preferred
• Demonstrate FareHarbor’s core values

Benefits: 

• Medical, dental + vision coverage
• 23 days of PTO + 12 paid holidays
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $58,046-$72,557, plus 10% bonus potential 

Please note you must be authorized to work in the United States for this position.

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.