Air Operations Manager II

4 weeks ago

London, Greater London, United Kingdom Expedia Group Full time

Air Operations Manager II Role

Are you a seasoned air industry professional looking to leverage your expertise in a fast-paced, dynamic environment? Do you have a passion for delivering exceptional customer experiences and driving business growth?

The Expedia Group Air Operations Team is seeking a highly skilled Air Operations Manager II to join our team. As a key member of our team, you will play a critical role in defining and implementing scalable solutions that enhance the air travel experience for our customers.

Key Responsibilities:

  • Develop in-depth knowledge of air customer organizations, key offerings, and business goals to drive informed decision-making.
  • Analyze trends in cost and experience to identify optimization opportunities and drive performance improvement.
  • Provide subject matter expertise on air products, processes, and policies to inform business decisions.
  • Build strong relationships with internal stakeholders, including air account management, customer operations, and technology teams.
  • Represent the team as a key point of contact for air escalations and ensure timely resolution of issues.
  • Monitor and deliver KPIs, contributing to the overall customer experience goals.
  • Identify and remediate reasons for fluctuations in KPIs, ensuring a seamless customer experience.
  • Implement solutions to resolve complex issues, leveraging advanced knowledge of standard practices and previous experiences.
  • Look beyond individual customer resolutions, focusing on preventing poor experiences and driving business growth.
  • Represent the team in cross-functional projects and initiatives, bringing subject matter expertise to the table.
  • Measure and assess customer satisfaction, efficiency, and effectiveness of changes, using data collection methods and procedures.
  • Use relevant data sources to analyze and measure the impact of initiatives and projects.
  • Deliver detailed information about the uses and values of our products and offerings.
  • Able to accurately journey map across product, intent, and platform offerings.
  • Contribute to and develop business performance summaries for key stakeholders.
  • Keep management informed on progress to goal and status.
  • Demonstrate ability to manage multiple tasks and meet deliverable deadlines.
  • Use judgment to determine the relative impact and urgency of individual tasks.
  • Make difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.

Requirements:

  • 3+ years of operational experience within the air industry.
  • Strong knowledge of GDS.
  • Experience and proven success in developing and meeting/exceeding KPIs and SLAs.
  • Experience working in heavy data environments and being able to interpret and present clear and thoughtful analysis and actions.
  • Proficiency in MS Office, with experience in analysis, research, and building business cases.
  • Excellent collaboration, communication, and presentation skills.
  • Proven business, leadership, and performance management skills.
  • Travel or e-commerce experience preferred; working knowledge of GDS preferred.
  • Ability to map cross-functional and detailed complex processes.
  • Exceptional organization and time management skills.
  • Used to working as a lead and/or member of projects.
  • Experience working on projects or initiatives with geographically distributed teams and vendors preferred.
  • Proven ability to work autonomously in high-pressure/demanding teams.
  • Proven change management experience.
  • High energy and a positive outlook with the passion to make things better at every opportunity.
  • Take initiative, ownership, and be a self-starter.

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