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