Travel & Ticketing Operations Sr. Supervisor

ATI Business Group; Tangerang; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

ATI Business Group seeks a Senior Supervisor to lead the travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support. You will drive data-driven improvements, coach supervisors, and partner with airlines and agents to ensure service excellence for end customers and B2B clients.

Ideal candidates will have strong English communication, proven experience with Travelport/Sabre/Amadeus, and a track record of optimizing productivity and quality in travel

Qualifications

• Proven experience using Travelport, Sabre, or Amadeus for ticketing, reissuance, refunds, and related ops.
• Strong English communication—written and spoken—with ability to guide teams and raise service levels.
• Data-driven mindset with ability to analyze performance and drive improvements.

Responsibilities

• Lead Travel Consultants and Ticketing teams to meet SLAs, quality standards, and productivity goals.
• Oversee Flight Issuance, Reissuance, Refund Processing, and Customer Support with process improvements.
• Coach Supervisors and staff; manage performance, escalation handling, and stakeholder relationships.
• Collaborate with airlines and travel agents to resolve complex travel issues.

Skills

Leadership

Stakeholder management

Analytical thinking

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.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.