The Role
Leads end-to-end corporate airline ticketing operations, including ticketing, reissues, refunds, cancellations, and schedule changes. Manages large teams, ensures compliance with airline policies and fare rules, monitors KPIs, prepares MIS reports, and drives process improvement and automation. Collaborates with airlines, GDS providers, and internal stakeholders to resolve operational issues, optimize workforce capacity, and maintain service quality, compliance, and customer satisfaction.
Summary Generated by Built In
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.
Role: Assistant Manager (ETS)
Location: Lower Parel, Mumbai
Experience: 6- 12 years
Education: Graduate
Job Summary:
We are seeking an experienced Operations Assistant Manager ETS - Corporate Ticketing to lead and oversee end-to-end airline operations, including ticketing, refunds, reissues, cancellations, and schedule changes. The role involves managing large operational teams, driving process excellence, ensuring compliance with airline and industry regulations, and achieving service delivery targets. The ideal candidate should possess strong leadership skills, deep knowledge of air travel operations, and a proven ability to optimize processes while enhancing customer and partner experience.
Job Responsibilities:
- Lead end-to-end air operations, including ticketing, reissues, refunds, cancellations, and schedule changes.
- Manage and mentor Team Leaders and Travel Consultants to achieve productivity, quality, and service targets.
- Ensure compliance with airline policies, fare rules, ADM guidelines, and company SOPs.
- Drive process improvements, automation initiatives, and operational excellence.
- Monitor operational KPIs, prepare MIS reports, and implement corrective actions to improve performance.
- Collaborate with airlines, GDS providers, and internal stakeholders to resolve operational challenges and improve customer experience.
- Oversee workforce planning, capacity management, and service delivery across team
Required skills & Qualifications:
- Strong expertise in domestic and international air ticketing and post-ticketing operations.
- Advanced knowledge of Amadeus, Galileo, Sabre, airline reservation systems, and airline portals.
- Comprehensive understanding of fare construction, ticket exchanges, refunds, ADM management, airline waivers, and NDC platforms.
- Proven experience managing large operational teams in a Corporate travel environment.
- Strong leadership, people management, and coaching skills.
- Excellent analytical, problem-solving, and decision-making capabilities.
- Strong stakeholder management and cross-functional collaboration skills.
- Proficiency in operational reporting, MIS, and performance analytics.
- Ability to manage high-volume operations while maintaining quality, compliance, and customer satisfaction.
- Strong planning, organizational, and change management skills.
- 8–12 years of experience in airline or travel operations, with at least 3–5 years in a managerial leadership role.
- Experience managing B2B travel operations and multi-GDS environments.
- Exposure to process improvement, automation initiatives, and operational transformation projects will be an added advantage.
Skills Required
- Graduate degree
- 6–12 years of experience in airline or travel operations
- 8–12 years of experience in airline or travel operations
- At least 3–5 years in a managerial leadership role
- Expertise in domestic and international air ticketing and post-ticketing operations
- Advanced knowledge of Amadeus, Galileo, Sabre, airline reservation systems, and airline portals
- Knowledge of fare construction, ticket exchanges, refunds, ADM management, airline waivers, and NDC platforms
- Experience managing large operational teams in a corporate travel environment
- Strong leadership, people management, and coaching skills
- Analytical, problem-solving, and decision-making capabilities
- Stakeholder management and cross-functional collaboration skills
- Proficiency in operational reporting, MIS, and performance analytics
- Ability to manage high-volume operations while maintaining quality, compliance, and customer satisfaction
- Planning, organizational, and change management skills
- Experience managing B2B travel operations and multi-GDS environments
- Exposure to process improvement, automation initiatives, and operational transformation projects
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The Company
What We Do
TripJack is a B2B travel technology platform that helps travel agents and businesses manage travel sales and operations. Its integrated system provides access to flights, hotels, cabs, visas, insurance and trains, alongside search, booking, servicing and API tools. The platform connects users with broad airline and hotel inventory and supports scalable, competitively priced travel solutions across India and multiple countries.
