Air Operations Manager II

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player in travel technology is seeking an air operations professional who is data-driven and passionate about enhancing customer experiences. In this dynamic role, you will leverage your operational expertise to analyze trends, optimize performance, and ensure seamless air travel experiences for customers. Collaborating with cross-functional teams, you will be instrumental in identifying and implementing solutions that enhance service delivery. If you thrive in fast-paced environments and are committed to excellence, this opportunity is perfect for you.

Qualifications

• 3+ years of operational experience within the air industry.
• Strong knowledge of GDS and analytical skills.

Responsibilities

• Develop understanding of air customer organization and their needs.
• Analyze trends to identify optimization opportunities.
• Monitor KPIs and ensure customer experience goals are met.

Skills

Operational experience in air industry

Knowledge of GDS

Analytical skills

Collaboration and communication

KPI and SLA management

Time management

Problem-solving

Project management

Tools

MS Office

Job description

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Are you an air industry operation professional looking to join a leading global travel-technology company? Are you data-driven, passionate about customer experience and finding creative solutions in a fast-paced, challenging environment?

The Expedia Group Air Operations Team defines how our network of trusted travel advisors helps customers at every step of their air travel experience. In Air Operations, we aim to build scalable solutions for both airline travelers and customer service agents, removing friction points and creating a seamless customer experience. The team are subject matter experts in our airline products, processes, and policies. Working in partnership with air account management, customer operations, and technology teams, the air operations team are key players in the innovation and improvement of the traveler experience.

What you’ll do:

1. Develop an in-depth understanding of air customer organization, key offerings, and business goals and challenges to understand their needs better.
2. Analyze trends of cost and experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities.
3. Provide subject matter expert insights on air products, processes, and policies where appropriate and required.
4. Build relationships with key individuals within the team, department, organization, and external partners.
5. Represent team as a key point of contact for air escalations both internally and externally.
6. Monitor and ensure KPIs are delivered and contribute to the overall customer experience goals.
7. Identify reasons for fluctuations against KPIs and remediate.
8. Ensure timely action on issues/bugs escalated to reduce customer effort and increase efficiency.
9. Gather pertinent information about problems by analyzing data and patterns and identifying underlying issues.
10. Research and recommend solutions to resolve problems.
11. Implement solutions based on standard practices and escalate complex issues as needed.
12. Focus on preventing poor customer experiences and work with teams across the business to implement solutions.
13. Represent the team or function in cross-functional projects as a subject matter expert.
14. Measure and assess customer satisfaction and effectiveness of changes using data.
15. Use relevant data sources to analyze and measure the impact of initiatives.
16. Provide detailed information about the company's products and offerings.
17. Accurately map customer journeys across products, intent, and platforms.
18. Develop summaries of business performance for stakeholders.
19. Keep management informed on progress and status.
20. Manage multiple tasks and meet deadlines, using judgment to prioritize.

Who you are:

1. 3+ years of operational experience within the air industry.
2. Strong knowledge of GDS.
3. Proven success in developing and exceeding KPIs and SLAs.
4. Experience working in a heavy data environment with analytical skills.
5. Proficiency in MS Office for analysis and research.
6. Excellent collaboration, communication, and presentation skills.
7. Proven business, leadership, and performance management skills.
8. Travel or E-commerce experience and working knowledge of GDS preferred.
9. Ability to map complex cross-functional processes.
10. Exceptional organization and time management skills.
11. Experience leading or participating in projects, especially with distributed teams.
12. Ability to work autonomously under pressure.
13. High energy, positive outlook, proactive attitude.
14. Ownership mentality and self-starter qualities.