Summary/Objective: The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. 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. 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. Supports organizational policies and senior leadership through productive analysis and constructive suggestions. 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 in a 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 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 but 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 Who We Are:
API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API's proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process.
If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!
Other Duties:
Duties, responsibilities and activities may change at any time according to business needs.
The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).
Work Environment:
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.
AAP/EEO Statement:
Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
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