Senior Travel Operations Leader - Ticketing & Support

ATI Business Group; Indonesia; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

ATI Business Group in Indonesia is seeking a Senior Supervisor to lead our travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support. You will drive process improvements, manage performance, and ensure service excellence for end customers and B2B agents.

You will mentor Supervisors and Travel Consultants, acting as the escalation point for complex issues and collaborating with airlines and agents to deliver effective resolutions.

Qualifications

• Experience leading travel operations teams and ensuring SLA adherence.
• Ability to drive process improvements through data analysis.
• Strong coaching and performance management skills.
• Escalation handling with airlines and travel agents.

Responsibilities

• Lead Travel Consultant and Ticketing operations, ensuring SLA, quality, and productivity.
• Drive operational excellence across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions through data-driven analysis.
• Provide leadership, coaching, and performance management to Supervisors, Travel Consultants, and Ticketing team members.
• Serve as the escalation point for complex travel, ticketing, and customer service issues, partnering with airlines, travel agents, and internal stakeholders to deliver effective resolutions.
• Manage workforce planning, operational reporting, and business reviews to ensure efficient service delivery.

Skills

English communication

Analytical thinking

Stakeholder management

People leadership

Tools

Travelport

Sabre

Amadeus

Job description

ATI Business Group in Indonesia is seeking a Senior Supervisor to lead our travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support. You will drive process improvements, manage performance, and ensure service excellence for end customers and B2B agents.

You will mentor Supervisors and Travel Consultants, acting as the escalation point for complex issues and collaborating with airlines and agents to deliver effective resolutions.