Manager, Operations & Air Support Specialist

Manager, Operations & Air Support Specialist – Travel Services

Overview:

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.

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

Key Responsibilities:

Revenue Growth & Program Oversight

• Coordinate corporate travel for internal members including ticketing, reporting, and reconciliation.
• Maintain and update commission structures and airline contracts in Travelbot (Intranet) and Compleat (quality control platform).
• Manage MT Exclusive Group Tours’ pricing and profitability in collaboration with key stakeholders.

Productivity Improvement

• Assist agents with our GDS booking platform (Travelport +) commands
• Facilitate centralized Air Groups set up and provide fare assistance.
• Maintain internal profile data integrity in our Travelport+ platform
• Support the Compleat QC Program with automation, centralized ticketing, and error tracking.

Employee Engagement & Team Development

• Lead weekly staff team meetings and one-on-ones, providing coaching and mentorship to team members.
• Manage quarterly staff schedules and monitor staff requirements

Required Skills:

• Understanding of airline contracts, commission and pricing strategies structures.
• Background in troubleshooting GDS commands and resolving agent ticketing issues
• Strong verbal and written communication skills for leading meetings, mentoring staff, and collaborating with internal teams and external suppliers.
• Strong time-management and scheduling abilities to manage staff training, meetings, and quarterly schedules.
• Comfortable in adapting work priorities in an evolving travel environment.

Preferred Qualifications

Experience:

• 5+ years in travel operations, air ticketing, or GDS support roles.
• Prior experience managing group travel programs and airline contracts.
• Responsibility in managing a team

Technical Expertise:

• Advanced proficiency in Travelport+ or other GDS platforms.
• Familiarity with Compleat or similar quality control automation tools.
• Strong understanding of travel technology integrations and centralized ticketing processes.

Education /Certifications (an asset):

• CITC or ACTA certification.
• Degree in Business, Travel & Tourism, or a related field.