About the role
With over 35 years of combined travel experience, TripJack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, TripJack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients.
Role: Assistant Manager (ETS)Location: Lower Parel, MumbaiExperience: 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.