Senior Travel Fulfillment Associate

ABOUT CONTEXT

Context has redefined the travel industry by bringing authentic experiences to life both online and in-person in over 60 cities around the world. Context Travel – our in-person offering – provides half and full day walking tours (private or small group shared experiences) that dive deep into a city’s rich history and culture. Context Learning – our online offering – provides live and on-demand seminars, courses, and virtual tours.  We are the first to make it possible to learn through travel before, during and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.

Context is a long-standing tour company and B Corp, backed by growth equity since 2017.

ROLE: Senior Travel Fulfillment Associate 

LOCATION: US Remote

Context Travel is a remote team and has a preference to hire in the following states: CO, CT, DE, DC, FL, IL, ME, MA, NJ, NY, NC, PA. While we are open to hiring outside of these states, you must be located near a major metropolitan area. Please note your location and your closest international airport in your application.

JOB DESCRIPTION

The Senior Fulfillment Associate for Context manages the end to end fulfillment process for a high-quality tour product for our clients.  As Senior Fulfillment Associate, your primary focus is to monitor, prioritize, and fulfill the tour bookings received; from purchasing appropriate and necessary venue tickets, to organizing private transfers, and assigning the best fitting Context expert to every tour booking. In this role, you will work directly with the Senior Fulfillment Manager and the Fulfillment Coordinator, and will collaborate with other teams such as Client Experience and the Travel Portfolio team to ensure that any product or venue updates are communicated internally and actioned on. You will also work closely with Expert Community team to ensure our experts are satisfied with our processes and especially for last minute expert emergencies. 

As this role requires direct interaction, collaboration, and shared task responsibility with other Context teams and as a direct representative of Context to other outside vendors, the role requires a level of professional service skills, communication skills, proactivity, and the ability to work well with a variety of individuals.

ROLE AND RESPONSIBILITIES

• General Tour Fulfillment for Italy, Southern Europe, Africa
  • Monitor “open orders” for Italy, Southern Europe, Africa destinations to ensure all orders become fulfilled
  • Quality check of all tours for accurate fulfillment before the service date
  • Support across other regions of the Fulfillment team as needed
  • Review orders received via the website or from the CX team to ensure the tour is feasible and client/advisor notes can be accommodated
  • Prioritize and ensure Italy, Southern Europe, Africa regional queue of work is completed on a daily, monthly, and weekly basis, including:
    • Purchase the necessary venue tickets and reserve transfer services when applicable
    • Update orders with guide notes, tickets, transfer service or order confirmations, etc.
    • Assign appropriate Context expert to each tour(s)
    • Review finalised itinerary to ensure the order is completed and correct
    • Answer tour-specific expert and vendor questions via email
• Proactively anticipate and identify regional and global work that needs to be completed and handle accordingly, such as periodic regional venue ticket releases
  • Manage tasks in accordance with venue releases
  • Ensure all regional tasks are completed at the end of each day
• Participate in and execute against Fulfillment team strategies such as ticket inventory purchase + drawdown and expert pre-assignment drawdown
• Mentor and train seasonal contractors and Fulfillment Coordinators 
• Identify, propose, and implement process improvements as needed while monitoring the success of the initiative. 
• Actively contribute to weekly Fulfillment team and cross-functional meetings
• Support other global regions on fulfillment duties or Operations teams when needed, such as Travel Portfolio and Expert teams 
• Participate in cross-functional initiatives and lead project working groups 
• Review new products to ensure the necessary fulfillment information is updated and formatted to our documentation standards. 
• Support Client Experience Team by updating orders with necessary notes and be available as a source of information regarding the regional tour fulfillment process.

WHO YOU ARE AND WHAT YOU’LL BRING

• Must be fluent in English and an additional European language such as Italian is very helpful.
• Motivated self-starter who takes proactive action in a dynamic and metric-drive environment
• Practitioner of the growth mindset and enthusiastic desire to learn
• Humble collaborator and team player
• Believer in the transformative power of cultural travel
• Work experience in the cultural sector or travel industry preferred
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• Ability to work efficiently in a fast-paced, international, tech-reliant environment, independently and as part of a distributed team
• Preference for applicants with prior experience working with major European venues such as the Vatican, Colosseum, Sagrada Familia, Louvre.

Schedule: Monday through Friday EST
 

In exchange, we are thrilled to offer:

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to online seminars and in-person tours
• Annual learning & wellness stipend to pursue personal and professional interests
• A competitive salary with 401K (+ match), health & dental insurance
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person (past locations include Lisbon, Barcelona, the Poconos, Mexico City and New York City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)

Context Travel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.