Position Title: Manager, Air Operations

Reporting To: VP, Air Operations
Department: Air Operations
Location: Boston, MA (Hybrid)

Position Summary

We're seeking a results-oriented Manager, Air Operations to lead critical air operational activities that support traveler service, operational efficiency, and financial performance. This role serves as the primary point of coordination between airline partners, Air Operations, Call Center, Air Auditing, and regional teams, ensuring timely communication, operational execution, and issue resolution across the organization. Success in this role requires strong airline industry knowledge, attention to detail, analytical thinking, and the ability to drive accountability across multiple teams.

This role is less about managing people and more about leading change. Success depends on your ability to influence teams you do not manage, challenge the status quo, build alignment across stakeholders, and turn ideas into measurable operational improvements.

Key Responsibilities

Air Operations Coordination (60%)

• Lead communication and coordination between airline partners and internal stakeholders.
• Manage the distribution and implementation of airline policies, procedures, contract updates, ticketing changes, waivers, and operational initiatives.
• Monitor operational trends and recurring issues, identify improvement opportunities, and recommend solutions.
• Coordinate airline waivers, fare issues, schedule change implementation, and operational escalations.
• Administer airline web portals and ensure timely communication of critical updates.
• Support operational efficiency initiatives and identify air savings opportunities.

Call Center Engagement (30%)

• Own reporting and analysis related to call center air-related errors and operational performance.
• Facilitate recurring reviews with call center leadership to drive accountability and continuous improvement.
• Partner with Air Auditing to review and reduce preventable ADMs.
• Oversee schedule change reporting and ensure timely resolution of traveler impacts.

Refunds, Reissues & Daily Operations (10%)

• Ensure airline refund and reissue requests are processed accurately and within established service levels.
• Identify and implement opportunities that improve efficiency and reduce costs.
• Support operational teams during disruptions and high-impact airline events.

Qualifications

• 5+ years of experience in airline, travel, or air operations.
• Strong knowledge of airline ticketing, schedule changes, waivers, refunds, reissues, and ADM management.
• Experience working directly with airline partners and cross-functional operational teams.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency with Microsoft Office and travel industry systems, including GDS platforms (Amadeus).

Total Rewards
The base salary range for this role is $90,000 to $120,000 annually for employees based in Boston, MA. Final compensation may vary and will be determined based on factors such as relevant experience, skills, internal equity, and geographic location. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include:

• Health & wellness: Comprehensive and heavily subsidized medical, dental, and vision plans, plus on-site gym access, holistic wellness sessions, and group fitness classes
• Time for you: Substantial Paid Time Off (PTO), and 11 paid holidays- including Juneteenth, Memorial Day, and Labor Day - and Summer Fridays. Plus- extensive parental leave, with up to 12-16 weeks paid leave at 100% base salary.
• Travel more, spend less: 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals
• Your future, secured: 401(k) with company match, life insurance, and disability coverage
• Continuous growth: Tuition assistance for both professional and personal development, opportunities for professional development through oversees travel, and direct access to Pinnacle Leadership & Team Development.
• Extra perks: Commuter benefits, FSA options, pet insurance, home & auto discounts, and paid volunteer time off to give back to the community

To learn more, please visit our websites at www.gct.com, www.oattravel.com and www.grandcirclefoundation.com.