Operations Manager - Flights

A rapidly growing online travel company is on the lookout for an experienced Operations Manager to take the lead on all things flights. Known for offering exceptional value, extensive choice, and a smooth booking journey, they're passionate about reinventing how customers book and manage travel. This is a fantastic opportunity to join a high-energy business and shape the future of their flights operation.

Operations Manager - Flights: What you'll be doing

• Leading and developing the flights operations team to exceed performance targets such as CSAT, service levels, and efficiency
• Overseeing flight booking and ticketing workflows in Amadeus, with a strong emphasis on improving processes and embracing automation
• Maintaining full compliance with airline ticketing deadlines and fare rules to prevent revenue loss and ADMs
• Working closely with cross-functional teams - including Finance, Commercial, Product, and Tech - to solve challenges and enhance operations
• Identifying automation opportunities and implementing RPA tools to boost team performance
• Acting as the go-to contact for internal teams and external flight suppliers, ensuring alignment and a consistently high standard of service
• Driving continuous improvements across the flight journey, removing friction points and enhancing the customer experience
• Managing a hybrid team across the UK and India, promoting a culture of accountability, collaboration, and high performance
• Advocating for customers by proactively identifying areas to improve the flight support experience

Operations Manager - Flights: What you'll bring

• Strong GDS experience, particularly with Amadeus - including ticketing, refunds, fare rules, and BSP; IATA accreditation is essential
• Excellent knowledge of fare construction and the ability to manually adjust fares as needed
• Proven background leading operational teams in a fast-paced, KPI-driven setting, ideally within travel or aviation
• Confident working with data to inform decisions, solve problems, and improve processes
• Passionate about customer service, with a keen eye for spotting and resolving issues in the customer journey
• Able to build solid relationships with internal stakeholders and external airline partners
• Experienced in managing distributed teams and offshore operations, with strong cultural awareness
• A strong communicator who can clearly present operational insights and performance updates
• Experience in contact centre operations, automation tools, and driving process improvement is highly desirable

Operations Manager - Flights: The Details

This is a hybrid role based in West London, with two days per week in the office. Occasional travel to India will be required to engage with the offshore team. You'll be joining a fast-moving, customer-focused travel company where every day brings variety, challenges, and the chance to make a real impact. A competitive salary is on offer, along with the opportunity to be part of a business that's reshaping the online travel space. They also offer company pension contributions at 5%, 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