Travel & Ticketing Operations Sr. Supervisor

ATI Business Group; Jakarta Pusat; On-site; IDR 167,400,000 - 223,200,000; Full time

Job summary

ATI Business Group in Jakarta Pusat is seeking a Senior Supervisor to lead our travel operations team. You will manage Flight Issuance, Reissuance, Refund Processing, and Customer Support operations, ensuring high service quality.

The ideal candidate has proven experience with Travelport, Sabre, or Amadeus systems and strong English communication skills. This role emphasizes data-driven decision-making and fostering a customer-focused culture.

Qualifications

• Proven experience in travel operations, particularly in ticketing, reissuance, and refunds.
• Excellent English communication skills for managing escalations and building relationships.
• The ability to make data-driven decisions and drive continuous improvement.

Responsibilities

• Lead Travel Consultant and Ticketing operations to meet SLAs and quality standards.
• Drive operational excellence through analysis and continuous improvement.
• Provide leadership and coaching to team members.
• Handle complex travel issues, partnering with stakeholders for resolutions.
• Manage operational reporting and workforce planning.

Skills

Leadership

Data-driven analysis

Communication skills

Analytical thinking

Customer service

Tools

Travelport

Sabre

Amadeus

Job description

Are you an experienced people leader with a strong background in travel operations and a track record of driving operational excellence?

We're looking for a Senior Supervisor to lead our travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions. In this role, you'll work closely with the Operations Manager to oversee daily operations, drive process improvements, manage team performance, and ensure service excellence for both end customers and B2B travel agents.

Key Responsibilities

• Lead and oversee Travel Consultant and Ticketing operations, ensuring teams consistently meet service level agreements (SLAs), quality standards, and productivity goals.
• Drive operational excellence across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions through data-driven analysis and continuous improvement initiatives.
• Provide leadership, coaching, and performance management to Supervisors, Travel Consultants, and Ticketing team members, fostering a high-performing and customer-focused culture.
• 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, business reviews to ensure efficient service delivery and alignment with business objectives.

Is This You?

• Proven experience utilizing Travelport, Sabre, and/or Amadeus to support ticketing, reissuance, refund, and broader travel operations activities.
• Excellent English communication skills, both written and spoken, with the ability to lead discussions, manage escalations, and build strong stakeholder relationships.
• Demonstrated analytical thinking and sound judgment, with the ability to make data-driven decisions, resolve operational challenges, and drive continuous improvement initiatives.