Manager, Operations & Air Support Specialist

Job Description

<p><h3>Overview</h3>
<p>We are seeking an Operations & Air Support Specialist to assist primarily in providing agent support with air travel and assist in improving processes and system integrations.</p>
<p>This role collaborates closely with our external suppliers as well as our internal technical, operations and back-office teams in our ongoing effort to maximize revenue and improve productivity.</p>
<h3>Key Responsibilities</h3>
<p><b>Revenue Growth & Program Oversight</b></p>
<ul>
<li>Coordinate corporate travel for internal members including ticketing, reporting, and reconciliation.</li>
<li>Maintain and update commission structures and airline contracts in Travelbot (Intranet) and Compleat (quality control platform).</li>
<li>Manage MT Exclusive Group Tours’ pricing and profitability in collaboration with key stakeholders.</li>
</ul>
<p><b>Productivity Improvement</b></p>
<ul>
<li>Assist agents with our GDS booking platform (Travelport +) commands</li>
<li>Facilitate centralized Air Groups set up and provide fare assistance.</li>
<li>Maintain internal profile data integrity in our Travelport+ platform</li>
<li>Support the Compleat QC Program with automation, centralized ticketing, and error tracking.</li>
</ul>
<p><b>Employee Engagement & Team Development</b></p>
<ul>
<li>Lead weekly staff team meetings and one-on-ones, providing coaching and mentorship to team members.</li>
<li>Manage quarterly staff schedules and monitor staff requirements</li>
</ul>
<h3>Required Skills</h3>
<ul>
<li>Understanding of airline contracts, commission and pricing strategies structures.</li>
<li>Background in troubleshooting GDS commands and resolving agent ticketing issues</li>
<li>Strong verbal and written communication skills for leading meetings, mentoring staff, and collaborating with internal teams and external suppliers.</li>
<li>Strong time-management and scheduling abilities to manage staff training, meetings, and quarterly schedules.</li>
<li>Comfortable in adapting work priorities in an evolving travel environment.</li>
</ul>
<h3>Preferred Qualifications</h3>
<h3>Experience:</h3>
<ul>
<li>5+ years in travel operations, air ticketing, or GDS support roles.</li>
<li>Prior experience managing group travel programs and airline contracts.</li>
<li>Responsibility in managing a team</li>
</ul>
<h3>Technical Expertise:</h3>
<ul>
<li>Advanced proficiency in Travelport+ or other GDS platforms.</li>
<li>Familiarity with Compleat or similar quality control automation tools.</li>
<li>Strong understanding of travel technology integrations and centralized ticketing processes.</li>
</ul>
<h3>Education /Certifications (an asset):</h3>
<ul>
<li>CITC or ACTA certification.</li>
<li>Degree in Business, Travel & Tourism, or a related field.</li>
</ul></p>
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