Summary/Objective: The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Vice President of Operations ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.
The Vice President of Operations is in charge of the operational delivery of 6+ airlines in the APAC region, in addition to a bullpen that supports additional airlines on demand.
The Vice President of Operations facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has supervisory responsibility for Managers, Supervisors, Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Responsible for overall operational performance
- Client relationship management, serves as main escalation point
- Manages strategic initiatives based on business needs and contractual requirement of each client
- Continuously monitors Key Performance Indicators to ensure excellent service.
- Leads the managers and supervisors to resolve operational issues and evaluates overall impact of delays for accommodations and/or sold-out locations based on client Service Level Agreement (SLA)
- Provides guidance to Operations Center personnel during regular and irregular operations (IROPs)
- Leads strategy for contingency planning during operational disruptions.
- Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
- Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
- Coach and mentor Operations team members.
- Maintain open communication with other Operations Vertical Leads and VP of Client Delivery during shift on overall operational status, potential concerns and system functionality.
Competencies
- Excellent client relationship building skills
- Strong problem solving and analytical skills
- Results driven
- Able to multi task and work well under strict deadlines and fast paced environment
- Skilled at managing processes
- Ability to positively present API in customer facing situations
- Attention to detail and the ability to produce high quality work is a must
- Exceptional verbal and written communication skills
- Knowledge of airline operations and business models a plus
- Strong computer skills, with an emphasis on Microsoft Office products especially Excel
- Outstanding relationship management and customer service orientation skills
- Proven leadership experience, including the ability to lead and motivate a team
Position Type and Expected Hours of Work
API supports a 24/7/365 operation. This is a full-time position. Days and hours of work may vary depending on the needs of the business.
Required Experience
- Experience as an Operations Executive in the travel industry and working closely with hotels is preferred by not required
- Managed large operational teams based in different countries
- Strong Microsoft Office computer skills with emphasis on Excel
- Customer service and client relationship background a strong plus
