Operations Manager – Flights

Job title:

Operations Manager – Flights

Company

loveholidays

Job description

Why loveholidays?At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert – the smart way to get away.If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic, global environment, we’d love to hear from you!The impact you’ll have:As a key member of the Customer Operations team, reporting to the Senior Operations Manager – Supply, you will take day to day ownership of the Flight Operations team.You will be responsible for the coordination and delivery of all aspects of booking and ticketing within Amadeus, focusing on process automation and operational efficiencies. You will own all aspects of customer flight management, including schedule changes and supporting amendments and cancellations.In this role, you will be an integral part of nurturing strong relationships across our supply partner base in order to drive optimal operational performance in order to deliver a frictionless and enjoyable experience for our customers. Internally, you will act as the primary liaison between the Customer Operations department and other internal teams, working closely with the Commercial Aviation/Supply, Finance, Product and Platform teams to align on priorities and collaboratively address challenges. Additionally, you will lead and manage a small UK based team as well as our outsourced partner team based in India, leveraging cross-cultural collaboration to inspire, guide, and drive high performance among agents who handle customer interactionsYour efforts will be centered on achieving operational excellence, enhancing customer satisfaction (CSAT) and Net Promoter Scores (NPS), and driving continuous improvement initiatives. By doing so, you will play a pivotal role in delivering a seamless, world-class customer experience.This hybrid role, based in Hammersmith, London (two days a week in the office), includes occasional overseas travel to India to engage directly with our offshore team.Key responsibilities:

• Operational Excellence:

• Lead the Flight Operations team to consistently exceed KPIs, including CSAT and SLA commitments.
• Conduct in-depth analysis of performance metrics, refine operational processes, and ensure 100% compliance with ticketing rules to safeguard revenue (avoid ADMs).
• Robotics & Efficiency:

• Strategically optimise existing robotic products and proactively identify new opportunities to drive significant process and productivity improvements.
• Partner & Cross-Functional Collaboration:

• You’ll cultivate and strengthen relationships with our essential supply partners and serve as the primary point of contact for all flight-related queries across the business.
• You’ll define and implement clear processes for onboarding new suppliers and adapt seamlessly to content shifts between booking channels.
• Team Leadership:

• You will inspire, motivate and develop a culturally diverse team, fostering an inclusive and highly collaborative environment. Provide strategic guidance, mentorship, and regular progress updates to ensure alignment and success.
• Customer Advocacy:

• Act as a customer champion, proactively identifying and resolving friction points within our current processes. You’ll lead on customer-centric practices and create a culture of continuous improvement, where problem-solving and process enhancements are driven from the ground up.

What we’re looking for:

• Proven technical and systems capability and experience of working with relevant industry GDS systems such as Amadeus – valid IATA accreditation is essential
• Demonstrable experience of issuing, revalidating/reissing tickets and managing queues within Amadeus
• Ability to process fare and tax refunds via Amadeus/BSP
• Knowledge of BSP website to identify ADM & ACM notices
• Understanding of GDS ticketing rules by carrier and type, including published & CAT35 fares
• Understand fare calculations and demonstrate ability to manually calculate fares where required
• Process date changes, route changes, cancellations, Involuntary schedule changes & name corrections within Amadeus inline with ticket rules
• Accuracy and ability to identify alternative fare options where required
• Maintain a thorough understanding and awareness of IATA regulations and requirements for all points of sale
• Awareness of BSP financial processing and reconciliation in conjunction with the finance team
• Demonstrated track record of driving teams to consistently achieve and exceed service performance targets (SLAs, CSAT).
• Data-driven and analytical mindset with exceptional problem-solving and decision-making skills.
• Strong customer focus with a high level of empathy and excellent relationship management abilities.
• Effective leadership skills in fast-paced, dynamic environments, with the ability to manage competing priorities and drive successful delivery.

Highly desirable:

• Extensive experience working with offshore contact centers and effectively managing cross-cultural teams.
• Proven experience in Back Office Contact Centre Management, with a strong understanding of operational processes and a track record of optimizing workflows and improving productivity.

The interview journey:

• Screening interview with Talent Acquisition team
• Interview with Hiring Manager + 1 other Manager – 60 mins
• Final interview with Hiring Manager + CX Director – 45 mins

Perks of joining us:Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. We are a super fast growing travel-tech business who have been on an amazing journey from start-up to scale out – with over 400 people, and selling amazing holidays to over 4 million passengers!We have big ambitions over the next 5 years – with a vision to be Europe’s #1 holiday provider. Come join us on this exciting journey!

Expected salary

Location

London

Job date

Sun, 23 Mar 2025 01:18:16 GMT

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