About Tripjack
TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!
We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.
With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.
Job Summary
The Operations Manager – Air Operations will be responsible for leading end-to-end B2B air ticketing operations, ensuring operational excellence, service quality, and business performance. The role oversees multiple operational teams, drives process optimization, manages key stakeholder relationships, and ensures compliance with airline policies and service standards. The incumbent will play a critical role in enhancing productivity, customer satisfaction, and profitability while supporting the organization's growth objectives.
Key Responsibilities
Operations Leadership
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Lead and manage end-to-end domestic and international air operations across multiple teams.
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Ensure seamless execution of ticketing, reissuance, cancellations, refunds, schedule changes, and post-ticketing services.
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Drive operational efficiency while ensuring adherence to SLAs, quality standards, and regulatory requirements.
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Develop and implement operational strategies that improve productivity, customer experience, and cost efficiency.
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Manage capacity planning, workforce allocation, and shift scheduling to support business demands.
Team Management & People Development
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Lead, mentor, and develop Team Leaders, Senior Travel Consultants, and Travel Consultants.
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Build a high-performance culture through coaching, performance management, and succession planning.
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Define team KPIs and monitor performance against productivity, quality, and service objectives.
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Identify training needs and implement development programs to enhance technical and leadership capabilities.
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Promote employee engagement, accountability, and continuous improvement.
Air Operations & Service Delivery
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Oversee all aspects of domestic and international air ticketing operations, ensuring accuracy and compliance with airline fare rules and policies.
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Manage complex ticketing cases, airline waivers, involuntary schedule changes, and escalations.
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Ensure effective handling of refunds, exchanges, reissues, and ADM prevention initiatives.
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Monitor operational risks and implement corrective actions to maintain service excellence.
Partner & Stakeholder Management
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Build and maintain strong relationships with airline partners, consolidators, GDS providers, and key B2B travel partners.
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Collaborate closely with Sales, Account Management, Finance, Technology, Product, and Customer Experience teams to resolve operational challenges and improve service delivery.
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Support strategic initiatives, airline partnerships, NDC implementation, and system enhancements.
Process Excellence & Quality Management
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Establish, review, and continuously improve Standard Operating Procedures (SOPs).
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Drive automation and process improvement initiatives to enhance operational efficiency and scalability.
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Implement quality assurance frameworks and conduct regular audits to ensure compliance and service consistency.
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Lead root cause analysis for operational issues and implement preventive actions.
Performance Management & Business Analytics
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Monitor operational KPIs including productivity, turnaround time (TAT), quality scores, customer satisfaction, refund processing, and SLA adherence.
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Analyze booking trends, transaction volumes, revenue leakage, and operational performance to identify opportunities for improvement.
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Prepare and present operational dashboards, MIS reports, and business insights to senior leadership.
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Recommend strategic initiatives to improve profitability, operational efficiency, and customer retention.
Governance & Compliance
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Ensure compliance with airline regulations, fare rules, company policies, and industry standards.
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Drive ADM reduction initiatives through process controls, audits, and team awareness.
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Maintain operational governance through periodic reviews, risk assessments, and compliance monitoring.
Required Skills & Competencies
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Strong expertise in domestic and international air ticketing and post-ticketing operations.
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Advanced knowledge of Amadeus, Galileo, Sabre, airline reservation systems, and airline portals.
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Comprehensive understanding of fare construction, ticket exchanges, refunds, ADM management, airline waivers, and NDC platforms.
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Proven experience managing large operational teams in a B2B travel environment.
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Strong leadership, people management, and coaching skills.
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Excellent analytical, problem-solving, and decision-making capabilities.
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Strong stakeholder management and cross-functional collaboration skills.
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Proficiency in operational reporting, MIS, and performance analytics.
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Ability to manage high-volume operations while maintaining quality, compliance, and customer satisfaction.
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Strong planning, organizational, and change management skills.
Preferred Qualifications
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Bachelor's degree in any discipline; a degree in Travel, Tourism, Hospitality, or Business Management is preferred.
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8–12 years of experience in airline or travel operations, with at least 3–5 years in a managerial leadership role.
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Experience managing B2B travel operations and multi-GDS environments.
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Exposure to process improvement, automation initiatives, and operational transformation projects will be an added advantage.
