VP/Head of 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 Head of Operations is responsible for maximizing our operational efficiency within the business - everything from our internal business operations (IT and Compliance) to efficiently and effectively supporting our Sales and Account Management teams ("commercial operations") and finally, ensuring we provide efficient and high quality support to our clients. You will supervise direct reports who lead the Business Operations, Client Engagement, and Client Support departments. This is an excellent opportunity for a seasoned leader with proven experience in scale-up environments who is motivated by efficiency and commercial excellence. 

What you’ll do here:

• Set the vision and goals for the Operations function aligned to business strategy.
• Oversee daily business, administrative, and client operations, and regularly measure, improve, and iterate operating procedures for efficiency.
• Supervise two department leaders and support them in the management of their departments.
• Maintain positive working relationships with internal and external stakeholders to resolve client services or operations issues.
• Manage the operations department budget, including expenses and headcount planning. 
• Deliver customer and operational excellence by strengthening and streamlining the operational funnel to ensure overall productivity and effectiveness for the commercial organization. 
• Develop, monitor, and iterate agile processes to support commercial and non-commercial operational processes.
• Oversee the Client engagement strategy by involving various communication channels to build a relationship, improve satisfaction, and proactively nurture our client base for retention purposes.
• Ensure organizational efficiency and the proper use of CRM databases and tools to track performance and effectiveness.
• Manages all functions that are essential to commercial productivity. These include planning, reporting, quota setting , sales process optimization, sales training, sales compensation design and administration. 
• Driving revenue optimization through recommending business model and service delivery improvements by engaging cross-functional teams in their pursuit.
• Maintain an informed view of industry players and ecosystem to understand and react to threats, opportunities, changes, and trends.

Requirements:

• Bachelor's degree in Business Administration or proven equivalent experience.
• 10 years of experience in complex operations roles.
• Experienced in building and leading successful teams across multiple functions in high-growth workplaces.
• Proven track record of elevating the team around you, while creating, executing and delivering on roadmaps for the department.
• Strong understanding and experience with sales cycles, customer support, and business operations.
• Proficient operational and financial acumen.
• High level of planning and organization skills.
• Demonstrated project and budget management skills.
• Experienced in developing processes that optimize for efficiency.
• Passion for technology and the travel industry.

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: $150,000-$170,000 + plus 20% bonus potential

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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