Manager, Operations

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 Manager, Operations is responsible for overseeing the day-to-day of FareHarbor’s Operations team, and driving the successful delivery of the team’s objectives. You will directly oversee a concentrated team of operations professionals tasked with developing and refining the systems, processes, and procedures that form the backbone of how FareHarbor’s client-facing teams deliver value to our clients.

As Manager, Operations, you will leverage your expertise in project management, systems thinking, and broad knowledge of FareHarbor’s global ways of working to ensure operational improvements effectively serve stakeholders across a wide range of functions (including technical infrastructure and engineering teams). You will consult with leaders throughout the business to build the team’s roadmap, set expectations, and coordinate timing. As the team’s manager, you will also establish and maintain a positive, productive team culture, cultivate talent, and provide performance management coaching. As FareHarbor continues to grow, you will sit at the forefront of our efforts to support our scale by becoming a more efficient organization.

The role is based in our Denver office, and reports to the Director of Operations.

What you’ll do here:

• Design complex, multi-step workflows and automated workflows, and support team members with their respective design processes
• Responsible for measuring and testing processes and systems with an eye to improving efficiency
• Regularly meet with cross-functional stakeholders to understand business needs in order to develop and prioritize the team’s roadmap
• Serve as the escalation point for any issues
• Determine project plan details and scope, accounting for dependencies, timelines, and staffing within the team
• Assign and oversee the on-time completion of the team’s projects
• Implement best practices with respect to project management/communication, process/system design, and software system configuration
• Continuously audit client-facing teams’ workflows to identify process improvement opportunities
• Provide feedback and direction for FareHarbor’s operational technology stack, supporting IT and procurement initiatives that directly pertain to FareHarbor’s core client operations systems
• Serve as the System and/or Configuration Owner for relevant softwares (including our CRM)
• Advocate for FareHarbor’s needs with relevant third-party vendors
• Serve as the driving force for the team, providing motivation, guidance, and camaraderie
• Identify and remediate knowledge/training gaps to accelerate team member’s skills and knowledge
• Demonstrate FareHarbor values in all you do

Requirements:

• 3+ years experience configuring processes across Close (CRM), Zendesk, Zapier, Airtable, and related systems
• Prior experience managing people
• Deep understanding of FareHarbor’s ways of working and foundational systems
• Familiarity with all client facing team’s day-to-day operations
• Proven ability to develop complex, multi-step, automated workflows
• Proven track record of implementing best practices
• Prior experience configuring a wide range of enterprise software systems
• Strong communication skills
• Proven ability to influence stakeholders at all levels of the organization to drive change
• Proven track record of successfully anticipating second and third order effects
• Willingness to roll up your sleeves and get in the weeds as needed

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: $79,907-$99,884, 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.

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