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Role Description

The ideal candidate is passionate about the customer and partner (we call them suppliers) experience. You not only want to ensure every customer and supplier has a positive experience, but you are consistently in a “what can we do better” mode. You believe in a “partnership is a two-way street” approach to Partner Management, you're a self-starter, tech-savvy and you're looking for the opportunity to drive change.

This is a hands-on position, with shifts that may be outside the standard Monday - Friday, 9:00AM - 5:00PM timeframe. You'll be the primary point of contact for our suppliers during the trip fulfillment phase of a booking, bringing technology into an industry that lags behind the remainder of the travel industry.

Objectives and Responsibilities of Associate, Supplier Relations:

• Trip Fulfillment
  • Procure operators for Platform bookings by facilitating trip delivery and managing acceptance.
  • Perform proactive communication with operators to get quotes and necessary confirmations when necessary.
  • Coordinate with internal Sales and/or SalesOps when necessary.
  • Address pricing and inventory concerns for confirmed trips in your region.
• Platform Management
  • Address pricing and/or inventory irregularities.
  • Be aware of bugs, enhancement requests, and product launches.
  • Solicit feedback from Suppliers, document and provide recommendations on website and/or internal system improvements; participate in system testing.
  • Manage/address Supplier Relations team system tasks.
  • Maintain in-depth knowledge of areas of Platform directly impacting Supplier Management.
  • Understand and manage region pricing; Holiday, Peak, Off-Peak surcharges and/or discounts, pricing irregularities.
  • Understand and manage regional transportation guidelines and/or restrictions (e.g., regional/city/state licensing, road restrictions, permits).
• Specialty Movement Pricing
  • Coordinate pricing for large movements, priority access, and last-minute needs with sales.
  • Lead operator procurement and pricing, coordinating with Sales and Supplier Relations.
  • Assist sales in procurement in “Estimated Markets” with sparse inventory.
• Pricing Strategy; With Department Head
  • Analyze platform market pricing trends to ensure competitiveness and parity.
  • Participate in and recommend pricing and revenue management initiatives to maximize booking opportunities and margin.
  • Manage system pricing and inventory dials, including market surcharges, adjusting on a macro or micro level to optimize platform performance.
  • Develop and manage industry pricing intelligence to ensure competitiveness and parity.
  • Provide guidance to internal teams on market pricing trends and events.
• Region Liaison / Support for internal teams
  • Customer Experience: Resolve customer-impacting issues, negotiate refunds, and understand areas of improvement for Suppliers.
  • Product: Solicit, document and provide recommendations on website and/or internal systems improvements; participate in system testing and round-tables.
  • Finance: Consult, research and assist in resolving Supplier-facing payment and refunds; maintain Supplier relationship and communication throughout (no hand-offs!).
  • Sales: Research, negotiate and provide guidance on group movements; obtain Supplier contracts in line with group contract.
  • Supplier Relations: Coordinate operators to steer new business towards; mutually share operator information, feedback and performance; mutually share market intelligence impacting pricing and inventory.

Qualifications

• You possess a positive attitude, with a proactive approach to service.
• You have strong analytical skills, with extreme attention to detail.
• You're a highly motivated individual with the ability to multitask effectively.
• You're well organized and flexible in a changing and dynamic environment.
• You're able to work well under pressure, in both a team and individual setting, with minimal management support.
• You have excellent interpersonal, telephone, writing & customer service skills.
• You're not shy about talking with customers and suppliers alike; embrace a conversation!
• You are internet savvy with strong skills in GSuite (Docs, Sheets, Mail).
• You're a problem solver, with the ability to identify and implement solutions.
• 4-year college degree preferred.