Operations Manager - Flights Customer Experience · London

loveholidays; London; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Flight Operations Manager to lead a dynamic team and enhance customer experiences. This hybrid role in London involves overseeing booking and ticketing processes using Amadeus, driving operational efficiencies, and nurturing relationships with supply partners. You will play a pivotal role in achieving operational excellence and customer satisfaction while managing a diverse team both in the UK and offshore. If you are passionate about delivering outstanding service and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Company pension contributions at 5%

Individualised training budget

Discounted holidays

25 days of holidays plus 8 public holidays

Enhanced maternity/paternity leave

Cycle to work scheme

Season ticket loan

Eye care vouchers

Qualifications

• Experience with Amadeus and industry GDS systems is essential.
• Strong customer focus with excellent relationship management abilities.

Responsibilities

• Lead the Flight Operations team to exceed KPIs and ensure compliance.
• Cultivate relationships with supply partners and manage customer interactions.

Skills

Amadeus GDS

Ticketing and booking management

Customer service

Data analysis

Problem-solving

Leadership

Cross-cultural communication

Education

Valid IATA accreditation

Job description

Why loveholidays?

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic, global environment, we’d love to hear from you!

The impact you’ll have:

As a key member of the Customer Operations team, reporting to the Senior Operations Manager - Supply, you will take day to day ownership of the Flight Operations team. You will be responsible for the coordination and delivery of all aspects of booking and ticketing within Amadeus, focusing on process automation and operational efficiencies. You will own all aspects of customer flight management, including schedule changes and supporting amendments and cancellations.

In this role, you will be an integral part of nurturing strong relationships across our supply partner base in order to drive optimal operational performance and deliver a frictionless and enjoyable experience for our customers. Internally, you will act as the primary liaison between the Customer Operations department and other internal teams, working closely with the Commercial Aviation/Supply, Finance, Product and Platform teams to align on priorities and collaboratively address challenges. Additionally, you will lead and manage a small UK based team as well as our outsourced partner team based in India, leveraging cross-cultural collaboration to inspire, guide, and drive high performance among agents who handle customer interactions.

Your efforts will be centered on achieving operational excellence, enhancing customer satisfaction (CSAT) and Net Promoter Scores (NPS), and driving continuous improvement initiatives. By doing so, you will play a pivotal role in delivering a seamless, world-class customer experience.

This hybrid role, based in Hammersmith, London (two days a week in the office), includes occasional overseas travel to India to engage directly with our offshore team.

Key responsibilities:

• Operational Excellence:
  • Lead the Flight Operations team to consistently exceed KPIs, including CSAT and SLA commitments.
  • Conduct in-depth analysis of performance metrics, refine operational processes, and ensure 100% compliance with ticketing rules to safeguard revenue (avoid ADMs).
• Robotics & Efficiency:
  • Strategically optimise existing robotic products and proactively identify new opportunities to drive significant process and productivity improvements.
• Partner & Cross-Functional Collaboration:
  • Cultivate and strengthen relationships with our essential supply partners and serve as the primary point of contact for all flight-related queries across the business.
  • Define and implement clear processes for onboarding new suppliers and adapt seamlessly to content shifts between booking channels.
• Team Leadership:
  • Inspire, motivate and develop a culturally diverse team, fostering an inclusive and highly collaborative environment. Provide strategic guidance, mentorship, and regular progress updates to ensure alignment and success.
• Customer Advocacy:
  • Act as a customer champion, proactively identifying and resolving friction points within our current processes. Lead on customer-centric practices and create a culture of continuous improvement, where problem-solving and process enhancements are driven from the ground up.

What we’re looking for:

• Proven technical and systems capability and experience of working with relevant industry GDS systems such as Amadeus - valid IATA accreditation is essential.
• Demonstrable experience of issuing, revalidating/reissuing tickets and managing queues within Amadeus.
• Ability to process fare and tax refunds via Amadeus/BSP.
• Knowledge of BSP website to identify ADM & ACM notices.
• Understanding of GDS ticketing rules by carrier and type, including published & CAT35 fares.
• Understanding fare calculations and demonstrate ability to manually calculate fares where required.
• Process date changes, route changes, cancellations, involuntary schedule changes & name corrections within Amadeus inline with ticket rules.
• Accuracy and ability to identify alternative fare options where required.
• Maintain a thorough understanding and awareness of IATA regulations and requirements for all points of sale.
• Awareness of BSP financial processing and reconciliation in conjunction with the finance team.
• Demonstrated track record of driving teams to consistently achieve and exceed service performance targets (SLAs, CSAT).
• Data-driven and analytical mindset with exceptional problem-solving and decision-making skills.
• Strong customer focus with a high level of empathy and excellent relationship management abilities.
• Effective leadership skills in fast-paced, dynamic environments, with the ability to manage competing priorities and drive successful delivery.

Highly desirable:

• Extensive experience working with offshore contact centers and effectively managing cross-cultural teams.
• Proven experience in Back Office Contact Centre Management, with a strong understanding of operational processes and a track record of optimizing workflows and improving productivity.

The interview journey:

• Screening interview with Talent Acquisition team.
• Interview with Hiring Manager + 1 other Manager - 60 mins.
• Final interview with Hiring Manager + CX Director - 45 mins.

Perks of joining us:

• Company pension contributions at 5%.
• Individualised training budget for you to learn on the job and level yourself up.
• Discounted holidays for you, your family and friends.
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
• Enhanced maternity/paternity leave.
• Cycle to work scheme, season ticket loan and eye care vouchers.

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.