Product Specialist - Extensions

Collette is seeking a Product Specialist - Extensions to join our Product Team. This is a hybrid role based at our headquarters in Pawtucket, RI.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

The Product Specialist – Extensions is responsible for handling operational needs and achieving excellence goals for extension programs for the product department. Duties include maintaining accurate tracking of extension bookings, communicating with vendors, creating guest information documents, and effectively partnering with regional product teams to deliver exceptional guest experience. The Product Specialist – Extensions ensures that extension programs are seamlessly delivered for tours worldwide.

Primary Functions:

• Partner with Product and Tour Delivery teams to understand and execute operational aspects of each extension program
• Serve as the primary point of contact for all Extensions, addressing inquiries, resolving issues, and providing support to colleagues, vendors, and travelers
• Maintain ownership of the full portfolio of Extension Products and associated package documents
• Regularly review Traveler survey data and provide strong recommendations for change to Regional Teams to achieve Extension Excellence Goals
• Work cross-functionally with Internal Teams to ensure efficient and accurate operations of extensions, and communication to both vendors and travelers.
• Partner with Regional Product Manager and Emergency Services Team to address on-the-road issues that are impacting travelers (train issues, weather conditions, flight delays).
• Manage vendor relationships by communicating sales updates, cancellations, guest information, last-minute changes and service delivery expectations on a consistent basis.
• Create and maintain an accurate tracking system to monitor sales and communication deadlines.
• Ensure that tickets are accurately purchased for guests on extension tours by working closely with the Product Coordinator – Tickets, Regional Product Specialist and local vendors/hosts as appropriate.
• Support Tour Delivery team by ensuring accurate information is available to Tour Managers, assigning Extension Programs to appropriate Tour Managers and local hosts in the system, and communicating last minute changes in a timely manner.
• Coordinate training of local host suppliers within Collette systems, along with working closely with Accounting to ensure accurate local host funding and monitor expense reconciliation.
• Negotiate terms with suppliers, address any issues that arise, and continuously seek ways to improve supplier performance and program quality.
• Handle all other duties as assigned

Knowledge and Skills:

• Expertise in customer service, sales, operations, quality control procedures and reporting
• Ability to plan and organize work and set own priorities in a fast-paced environment; must be able to multi-task efficiently and accurately while thinking critically; possess high attention to detail and thoroughness.
• Ability to communicate effectively, both written and orally
• Strong ability to collaborate and work effectively with internal and external stakeholders
• Experience with Microsoft Excel, Outlook, and Word
• Possesses an understanding of how decisions impact financial position. Ability to evaluate business decisions while considering the tour margins and remaining guest centric
• Demonstrated ability to utilize independent judgement and sound decision making to solve unique challenges and see challenges through to resolution.
• Proactive problem-solving and a commitment to maintaining high standards of service and operational efficiency.

Salary range: $43,000 - $73,000