Position Details: Travel and Aviation Delivery Head

The Travel & Aviation Delivery Leader is responsible for leading large scale U.S. airline and travel contact center and operations delivery across reservations, ticketing, reissues/refunds, baggage services, loyalty programs, disruption handling (IROPs), and omni channel customer experience. This role owns end to end delivery excellence including SLAs, customer experience metrics, regulatory compliance, financial performance, workforce productivity, and transformation initiatives across complex, multi LOB airline environments. The role serves as a senior client facing leader interfacing with airline executives while driving cost optimization, operational resilience, and AI led transformation for Tier A U.S. and global airline clients.

Job Responsibilities

• Lead and scale large airline delivery programs across reservations, ticketing, reissues/refunds, baggage claims, DCS, loyalty, customer relations, and IROPs 

• Own end to end operational performance across SLAs, CX metrics, quality, compliance, service recovery, and cost to serve 

• Serve as the Travel & Aviation Subject Matter Expert with deep understanding of airline operations, technology stack, and regulatory requirements

• Establish standardized delivery governance, operational rigor, and continuous improvement across airline service towers

• Act as the primary strategic interface with U.S. airline leadership across operations, CX, and transformation discussions.

• Lead proactive and reactive growth opportunities including RFP support, solution shaping, transition planning, and commercial modeling

• Drive AI led and automation enabled transformation initiatives to improve efficiency, resilience, and customer experience

• Own financial outcomes including productivity improvement, margin expansion, cost optimization, and Profit and Loss Levers

• Lead workforce management strategies including forecasting, capacity planning, rostering, and disruption driven staffing adjustments

• Build strong leadership bench strength and foster a high performance, complaint, and resilient delivery culture.

Qualifications: 

• Bachelor’s or Master’s degree in Business Administration or related discipline

• 13+ years BPO and contact center delivery operations

• 10+ years in U.S Airline/Travel contact center leadership roles

• Strong hands on knowledge of airline platforms including GDS/CRS and DCS environments.

• Deep understanding of IATA standards, fare construction, interline processes, disruption handling, and queuing systems

• Exposure to analytics, automation, conversational/interaction AI, and workflow modernization in airline operations 

• Lean Six Sigma Green or Black Belt Certification preferred

Salary Range: $166,600 - $225,400 a year

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