As a Manager - Business Operations, Flights, you will play a critical role in optimizing flight operation workflows, driving automation, and enhancing process efficiency across travel operations. This role requires strong analytical skills, process expertise, and collaboration with stakeholders across Product, Engineering, Service Delivery, and external vendors to ensure smooth and scalable operations.
Your focus will be on identifying automation opportunities, troubleshooting operational challenges, implementing process improvements, and maintaining high standards for service delivery. The ideal candidate is highly detail-oriented, data-driven, solution focussed and passionate about streamlining operational processes in a fast-paced environment.
Your focus will be on identifying automation opportunities, troubleshooting operational challenges, implementing process improvements, and maintaining high standards for service delivery. The ideal candidate is highly detail-oriented, data-driven, solution focussed and passionate about streamlining operational processes in a fast-paced environment.
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What You’ll Do:
- Identify automation opportunities within flight operations functions and define detailed requirements for system improvements.
- Work directly with the Product & Engineering team and Third-Party Vendors to implement and maintain automation solutions.
- Monitor the effectiveness of automation tools and collaborate with stakeholders to optimize workflows and reduce manual intervention.
- Evaluate new initiatives for their impact on mid-office processes and make necessary changes to support operational scalability.
- Proactively identify and analyze inefficiencies in current processes, leveraging data to make informed recommendations.
- Troubleshoot escalated issues within mid-office operations, identifying root causes and implementing solutions.
- Continuously assess workflows to eliminate bottlenecks and drive operational excellence.
- Act as a partner to Service Delivery, Product, Engineering, and external teams to drive process improvements.
- Act on and incorporate insights from frontline agents into automation and process refinement initiatives.
- Define and maintain standard operating procedures (SOPs) for relevant mid-office functions.
- Develop training materials and process documentation to ensure seamless knowledge transfer across teams.
What We’re Looking for:
- 5+ years of experience in travel operations, flight operation functions preferably within a TMC, OTA, or airline environment.
- Strong understanding of GDS systems (Sabre, Amadeus preferred) and travel industry workflows, including booking, fulfillment, and reconciliation processes.
- Experience working with automation tools, workflow management platforms, or AI-driven solutions is a plus.
- Ability to analyze complex workflows, identify inefficiencies, and develop practical solutions.
- Strong attention to detail with a proactive and solution-oriented mindset.
- Excellent verbal and written communication skills to work effectively with internal and external partners.
- Strong stakeholder management abilities, with a proven track record of cross-functional collaboration.
- Ability to multitask, prioritize, and manage competing projects in a dynamic environment