Assistant General Manager, Hawaii

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

We’re seeking an Assistant General Manager for our Hawaii market - a strategic, market-savvy operator who will partner closely with our GM to strengthen FareHarbor’s most valuable sub-region. This role will coordinate across Sales, Account Management, Onboarding, Support, and Strategic Partnerships to deliver an unrivaled client experience and ensure seamless connection with our mainland teams. The ideal candidate brings deep knowledge of Hawaii’s tourism ecosystem, a passion for client success, and the ability to translate local insight into scalable systems. Over time, this person will help formalize cross-functional processes, drive retention and growth through our sales↔distribution flywheel, and extend FareHarbor’s reputation as the trusted partner for operators across the islands.

The AGM will work to amplify the impact of the GM in the region: acting as a trusted partner to senior leaders on client operations as well as supporting coordination with mainland to ensure scalable, cross-functional excellence.

What you’ll do here:

1. Cross-Functional Market Leadership

• Coordinate across Sales, AM, OB, Support, and Distribution to deliver a consistent and exceptional client experience in Hawaii.
• Act as the operational bridge between the local team and mainland commercial functions, ensuring consistent execution of FareHarbor standards and Leadership Anchors (Drive Execution, Communicate & Collaborate, Build Your Team, Adapt & Innovate).
• Partner with mainland CommercialOps and Product teams to align on forecasting, client health, and service tiering models for the Hawaii portfolio.
• Partner with the Distribution Teams to enhance and grow reseller-operator connections and address HI client needs around selling their products both direct (Sites) and via affiliates

2. Client Experience & Retention

• Enhance NRR performance by improving service delivery, implementing client feedback loops, and formalizing client health metrics.
• Support Account Management in developing proactive retention and upsell strategies tailored to Hawaii’s unique market dynamics (e.g., inter-operator partnerships, tour cluster opportunities).
• Lead structured business reviews to surface client insights that inform both local and global Product roadmaps.

3. Operational Excellence & Process Alignment

• Map and align local workflows (sales→go-live→support) with mainland systems, ensuring scalable processes and accountability.
• Track and analyze commercial performance data to identify operational inefficiencies or client friction points.
• Support capacity planning, forecasting, and performance review cadences with RevOps and Finance partners.

4.  Team & Culture Development

• Serve as a cultural ambassador for the Hawaii office—modeling FareHarbor’s leadership behaviors while promoting collaboration, continuous learning, and a growth mindset.
• Coach team members across functions on FareHarbor’s client-first philosophy and promote cross-functional learning.
• Reinforce the GM’s leadership while preparing for long-term continuity and succession readiness.

Requirements:

• 8+ years of experience in commercial operations, client success, or regional management with the majority of it in Hawaii, ideally in SaaS or hospitality tech.
• Deep familiarity with the Hawaii tourism and activities ecosystem, including local operator relationships and market dynamics.
• Demonstrated ability to lead through influence across functions and geographies.
• Strategic thinker with a data-driven approach to operational improvement and client experience design.
• Strong communicator adept at bridging field insights and centralized teams.
• Hands-on experience working within or alongside RevOps, Finance, or Product teams to align processes, improve workflows, build forecasts and standardize cross-functional execution.
• Strong analytical acumen, including comfort with dashboards, performance metrics, forecasting models, or operational reporting tools.

Bonus Points:

• Experience with distribution networks, channel management, or ecosystem partnerships.
• Prior use or understanding of FareHarbor’s platform and products.
• Proven ability to navigate complex stakeholder environments and drive alignment.
• Strong network in the travel space in Hawaii

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $109,840-$164,760, plus 20% bonus potential 

Please note you must be authorized to work in the United States for this position.

At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana.

FareHarbor is an equal opportunity employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

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Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.