Manager, Air Operations & Passenger Support

• Lead, coach, and develop the Philippines Air Operations team including supervisors and air specialists, fostering a culture of accountability, continuous improvement, and genuine care for the passenger.
• Set clear performance expectations, conduct regular one-on-ones and team reviews, and coordinate HR-related topics in partnership with US management.
• Oversee scheduling, shift coverage, and after-hours rotation to ensure operational readiness, including during holidays and peak travel periods.
• Serve as the senior escalation point for all supervisor-level issues, operational conflicts, and passenger service failures.

• Oversee day-to-day air ticketing and booking functions, ensuring accuracy, compliance with airline policies, and adherence to Gate 1 fare rules and procedures.
• Conduct regular quality audits of ticket issuance, reissuance, and PNR handling; identify trends and coach team members accordingly.
• Coordinate with the US Air Management team on ARC reconciliation oversight, reporting needs, and policy updates.

• Act as the senior point of contact for passengers requiring real-time flight support while in-destination, including flight rebooking, missed connections, upgrades, and special assistance requests.
• Establish and maintain clear communication protocols with overseas destination offices, local ground operators, and airline contacts to ensure seamless passenger care.
• Oversee the timely and empathetic resolution of passenger complaints related to air travel, coordinating with the Customer Resolution team to ensure accurate documentation, follow-up, and coaching outcomes.
• Ensure passengers experiencing major itinerary disruptions are proactively contacted, kept informed, and offered viable alternatives with minimal friction.

• Lead the Air team's crisis response in the event of major flight disruptions, natural disasters, political events, or any incident affecting the safety or wellbeing of passengers in-destination.
• Serve as the Philippines-based Air Crisis leader, coordinating with the US Risk & Crisis Department, Overseas teams, and airline/airport contacts to execute timely response plans.
• Develop, maintain, and regularly test emergency response protocols specific to the Philippines operation and the destinations most frequently served.
• Support the after-hours emergency phone coverage structure and ensure the Philippines team is equipped and empowered to respond effectively when the US office is closed.

• Track and analyze Customer Service claims and air-related complaints; identify recurring issues and drive root-cause solutions through team coaching or process changes.
• Report on KPIs, quality metrics, and passenger satisfaction outcomes to US Air Management on a regular cadence.
• Continuously identify opportunities to improve workflows, reduce errors, and enhance the passenger experience across all air touchpoints.
• Represent the Philippines Air team in cross-departmental meetings and collaborate closely with Reservations, Customer Resolution, and Overseas Operations teams.
• Perform additional responsibilities as required by the needs of the business.

• Exceptional written and verbal communication skills in English; ability to convey empathy and authority under pressure.
• Deep knowledge of airline GDS systems — Amadeus expertise required; familiarity with NDC platforms a strong advantage.
• Strong customer service orientation with a genuine passion for supporting travelers and resolving issues with care and professionalism.
• Proven leadership and team development skills, with the ability to inspire, motivate, and hold a geographically distributed team accountable.
• Strong analytical and problem-solving skills; ability to make confident decisions in time-sensitive or ambiguous situations.
• Excellent organizational skills and the ability to manage multiple priorities simultaneously in a fast-paced, 24/7 environment.
• Crisis management competency — composed and systematic when leading a team through high-stakes passenger emergencies.
• Proficiency in Microsoft Office (Outlook, Word, Excel); familiarity with CRM or case management tools a plus.
• Knowledge of international airline policies, IATA regulations, fare construction rules, and ticketing procedures.
• Strong cross-cultural interpersonal skills for effective collaboration with US HQ, overseas destination offices, and airline partners.

• Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field strongly preferred.
• Minimum 5 years of experience in airline or tour operator air operations, with at least 2 years in a supervisory or managerial capacity.
• Demonstrated experience in passenger support, in-destination operations, or customer resolution within a travel or tour operator context.
• Expert-level proficiency in Amadeus GDS; additional GDS knowledge (Sabre, Galileo) is an advantage.
• Proven track record of leading a team through irregular operations or crisis events with positive outcomes.
• Experience working in a Philippines-based operations center serving international travelers is highly desirable.
• Availability to work flexible hours, including weekends and Philippine public holidays, in alignment with global passenger support needs.

WORKING CONDITIONS

Possibility of travelling to other Gate 1 offices or airline/industry events may occasionally be required.