Operations Manager

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🕒 July 10, 2025

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loveholidays

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

👥 B2C

🛍️ eCommerce

B2C • eCommerce • Travel

loveholidays is a fast-growing travel-tech company based in the UK, dedicated to making travel affordable, accessible, and desirable for everyone. They provide a platform that offers an extensive range of holiday options, ensuring that customers have unlimited choice and great value for their vacations. With a culture focused on growth and collaboration, loveholidays aims to open up the world to all travelers while continuously innovating and improving their services.

📋 Description

• As a key member of the Customer Operations team, reporting to the Senior Operations Manager - Supply, you will take day to day ownership of the Flight Operations team. • You will be responsible for the coordination and delivery of all aspects of booking and ticketing within Amadeus, focusing on process automation and operational efficiencies. • You will own all aspects of customer flight management, including schedule changes and supporting amendments and cancellations. • In this role, you will be an integral part of nurturing strong relationships across our supply partner base in order to drive optimal operational performance in order to deliver a frictionless and enjoyable experience for our customers. • Internally, you will act as the primary liaison between the Customer Operations department and other internal teams, working closely with the Commercial Aviation/Supply, Finance, Product and Platform teams to align on priorities and collaboratively address challenges. • Additionally, you will lead and manage a small UK based team as well as our outsourced partner team based in India, leveraging cross-cultural collaboration to inspire, guide, and drive high performance among agents who handle customer interactions. • Your efforts will be centered on achieving operational excellence, enhancing customer satisfaction (CSAT) and Net Promoter Scores (NPS), and driving continuous improvement initiatives. By doing so, you will play a pivotal role in delivering a seamless, world-class customer experience. • This hybrid role, based in Hammersmith, London (two days a week in the office), includes occasional overseas travel to India to engage directly with our offshore team.

🎯 Requirements

• Proven technical and systems capability and experience of working with relevant industry GDS systems such as Amadeus - valid IATA accreditation is essential • Demonstrable experience of issuing, revalidating/reissing tickets and managing queues within Amadeus • Ability to process fare and tax refunds via Amadeus/BSP & Knowledge of BSP website to identify ADM & ACM notices • Understanding of GDS ticketing rules by carrier and type, including published & CAT35 fares • Understand fare calculations and demonstrate ability to manually calculate fares where required • Process date changes, route changes, cancellations, Involuntary schedule changes & name corrections within Amadeus inline with ticket rules • Maintain a thorough understanding and awareness of IATA regulations and requirements for all points of sale • Awareness of BSP financial processing and reconciliation in conjunction with the finance team • Demonstrated track record of driving teams to consistently achieve and exceed service performance targets (SLAs, CSAT) • Data-driven and analytical mindset with exceptional problem-solving and decision-making skills • Effective leadership skills in fast-paced, dynamic environments, with the ability to manage competing priorities and drive successful delivery

🏖️ Benefits

• Company pension contributions at 5% • Individualised training budget for you to learn on the job and level yourself up • 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