Product Specialist, Data & Operations

New York, NY, United States

About Fora

Hi, we're Fora. We're reimagining the travel advisor industry with fresh eyes, and building a travel agency that is modern, inclusive, tech-enabled and well, cool.

Fora is a next-generation travel platform that, through training and tools, enables anyone to become a travel agent. Fora's mission is to empower 100,000 entrepreneurs to transform their passion for travel into revenue, and we're doing it by curating incredible experiences for travelers.

Fora was founded in 2021 by travel entrepreneurs Henley Vazquez, Jake Peters and Evan Frank - who shared one big idea. Since then, we've grown to a team of 50+ full-time employees, with an office headquarters in Tribeca, New York City. We are fortunate to be backed by an incredible group of investors (Forerunner, Insight, Heartcore) and are looking for more talented and mission-driven individuals to join our team.

About the Role

We are seeking a highly-motivated and detail-oriented Product Specialist to join the Booking Platform team at Fora. Our booking platform, launched last year, is an all-in-one tool that enables our travel advisors to browse, quote and book hotels for their clients in real time. As we continue introducing new travel partners and new booking options to the platform, it's becoming more difficult, and more critical, to effectively manage all of this data.

As an early member of this team, you will be responsible for building and maintaining an exceptional standard of data quality and content, directly impacting our users' experience and trust in our product.

Reporting to the Technical Product Manager in charge of the booking platform integrations, operations and data, this role offers high potential for growth and impact, as you will not only shape the integrity of our data but also influence the evolution of our booking platform. You will take the lead in both anticipating and resolving key challenges and opportunities within the platform, focusing on three critical areas: Data Management, Product Support, and Content Curation.

Responsibilities

Data Management (50%)

Ensure that all of the travel partners in our booking platform display complete and up-to-date content and rates, and reach out to partners to resolve issues when necessary

Monitor performance indicators to maintain data integrity, and draw actionable insights based on results

Collaborate with product and engineering teams on the development of tools for efficient data collection and management

Product Support (30%)

Provide first-rate customer support for supplier data and booking-related inquiries through email and, occasionally, over the phone

Thoroughly investigate reported issues, write bug reports, and working both independently or across internal and external teams, to resolve them in a timely fashion

Collaborate with the Booking Platform team to resolve urgent operational problems, working with product and engineering, and cross-functionally with other teams including Travel Partners, Advisor Experience, Travel Operations, and Finance

Identify trends in reported issues, and propose solutions to improve our product and our process

Content Curation (20%)

Evaluate and curate high-quality content from new data sources to enhance the presentation of travel partners in the booking platform

About You 1-2 years of professional work experience; ideally 1+ year of demonstrated experience in a data-intensive role (such as an analyst or operations role). Specific qualifications include:

Effective multi-tasker, staying organized, prioritizing your work, and tackling each project with strong attention to detail

Strong desire to keep things organized and a natural curiosity to dig deeper into issues to uncover root-cause problems

High degree of fluency with Excel or Google Sheets, and are comfortable manipulating data

Familiarity and ease with BI platforms (e.g. Metabase) and CRM platforms like Hubspot

Knowledge of SQL is a plus, but not required

Strong communication skills and customer empathy - you can craft understanding and diplomatic emails and have the ability to speak effectively with different audiences, both internal and external

You think and act like an entrepreneur - you have a bias towards action, you are a rapid learner and leverage data to form opinions, and you constantly look for ways to make an impact

Background in high-growth tech startups and/or the travel industry (especially if you have worked with a GDS) preferred

Compensation

$65-75k + equity, commensurate with experience

Benefits & Perks

This role is full-time, based in New York City with a hybrid WFH & office schedule (Tuesday, Wednesday, Thursday are our in-office days) . We offer unlimited vacation, health/dental/vision insurance, One Medical membership, 401(k), commuter benefits, supplemental life insurance, and more.

WORK AUTHORIZATION

You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization.

EQUAL OPPORTUNITY

Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.