Sr. Client Operations Associate

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 Sr. 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 advanced ability to understand business needs, solve challenging problems, and execute complex projects independently, you’ll help build the foundation of FareHarbor’s future growth.

What you’ll do here:

• Build new processes, and improve or replace outdated and inefficient processes
• Independently 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
• Lead change management through all launch phases
• Collaborate with Engineering, Analytics, and functional leadership and trainers to ensure projects ultimately conclude successfully
• Engage as a thought leader within the team
• Work with the Analytics team to identify inefficient workflows and validate proposed solutions
• Maintain our existing operational infrastructure (softwares, automations, and other systems)
• Serve as a ‘configuration owner’ for key software(s)
• Quickly resolve reactive system issues
• Ensure all documentation is current and thorough

Requirements:

• 4+ years of process design/change management experience
• 3+ years of experience managing complex projects with multiple stakeholders
• Prior experience working with data-focused teams (i.e. Data Engineering)
• A growth mindset with the ability to independently identify process inefficiencies and present modern solutions
• 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,