Flights Support Manager - Proactive Ops Leader

Fora Travel; New York (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Unlimited vacation

Health Insurance (including company-sb

Dental & Vision Insurance

401k plan

Commuter Benefits

Stock Options

Job summary

Fora Travel in New York City is seeking a hands-on Support Manager, Flights to own the end-to-end flight support function, resolve complex advisor needs, and raise the bar on service levels.

Reporting to the Head of Flights, you will manage escalations, partner with offshore Flights Desk, Product Operations, and flight partners, and build proactive improvements to support quality, SLAs, and fraud monitoring.

Qualifications

• 5+ years of Sabre or GDS experience, including Phase IV exchanges, ARC reconciliations, and NDC content.
• 5+ years of relevant work experience with strong customer service and empathy.
• Proven track record of improving support operations against measurable targets (SLA, response time, CSAT).
• Experience creating dashboards, tracking metrics, and forecasting with BI tools.
• Familiarity with AI tools and modern support tooling is a plus.

Responsibilities

• Own advisor escalations for complex flight-related cases and act as final escalation point.
• Own flight support quality and SLAs across Front, Intercom, and emergency line; conduct regular audits.
• Drive proactive, stratified support by advisor status and anticipate recurring issues.
• Train offshore Flights Desk team and develop targeted trainings to close gaps.
• Maintain and improve the knowledge base and live support resources.
• Expand and improve emergency support and self-booking tooling alignment with Product Ops.
• Track volume, turnaround time, escalation trends, and efficiency to drive improvements.
• Monitor for fraud and respond to advisor feedback to prevent escalations.

Skills

Sabre/GDS experience

Customer service excellence

Problem solving

Data analytics

Communication

Tools

Excel

Tableau/BI tools

Front/Intercom

Job description

Fora Travel in New York City is seeking a hands-on Support Manager, Flights to own the end-to-end flight support function, resolve complex advisor needs, and raise the bar on service levels.

Reporting to the Head of Flights, you will manage escalations, partner with offshore Flights Desk, Product Operations, and flight partners, and build proactive improvements to support quality, SLAs, and fraud monitoring.