Overview

 

 

Responsibilities

The Manager, GDS Automation & Support is responsible for leading a team that supports the administration, configuration, automation, and day-to-day operation of the company's Global Distribution System (GDS) environment and related travel technology platforms. This is a hands-on working manager role that combines people leadership with active technical involvement in GDS scripting, point-of-sale automation, PCC management, queue administration, agent setup, and operational support.

 

The Manager serves as the primary escalation point for complex GDS, automation, and configuration issues while providing guidance, training, and development for a team of GDS support specialists. Working closely with Operations, Agent Services, Online Booking, Mid-Office, and Travel Technology teams, this role ensures that GDS configurations, automation workflows, and system integrations support efficient travel fulfillment and exceptional service delivery.

 

Responsibilites

 

GDS Configuration & Administration

• Lead, coach, and develop a team responsible for GDS administration, automation support, agent configuration, and operational technology services.
• Manage and maintain PCCs, OIDs, branch structures, office profiles, and point-of-sale configurations.
• Configure and support agent work environments, sign-in credentials, user profiles, access permissions, and security controls.
• Maintain GDS settings and operational configurations that support reservation processing, ticketing, quality control, and traveler servicing.
• Support onboarding, setup, and maintenance of agent profiles and operational workstations.
• Establish team priorities, workload management, and service level expectations to support business operations.

GDS Scripting & Automation

• Develop, maintain, and optimize GDS scripts, macros, and automation tools that improve agent productivity and transaction efficiency.
• Support automation initiatives that streamline booking, ticketing, servicing, and fulfillment workflows.
• Create and manage point-of-sale automation configurations to improve consistency and reduce manual processing.
• Analyze existing workflows and identify opportunities to increase automation and operational efficiency.
• Support testing and deployment of new scripts, automation enhancements, and configuration updates.

Queue & Workflow Management

• Administer GDS queues and workflows supporting reservation processing, ticketing, schedule changes, exchanges, and servicing activities.
• Monitor queue performance and ensure transactions are routed appropriately.
• Work with operational teams to improve queue utilization and automate workflow management where possible.
• Assist in troubleshooting queue-related issues and developing process improvements.

GDS Support & Troubleshooting

• Serve as the escalation point for GDS configuration, scripting, and operational support issues.
• Troubleshoot system errors, automation failures, profile issues, queue exceptions, and user access concerns.
• Work directly with GDS support teams when system-level issues require vendor assistance.
• Support issue resolution efforts and track recurring problems to identify long-term solutions.

Integration & Connectivity Support

• Assist with management of web-service connections and integrations between the GDS and related travel technology platforms.
• Support connectivity between:
• Sabre
• Amadeus
• Concur Travel
• Atriis
• Deem
• Kayak for Business
• Compleat
• iQCX
• Umbrella Faces
• Participate in system testing and validation activities related to platform enhancements and integrations.

Change Management & System Enhancement

• Review GDS releases, updates, and functional enhancements for operational impact.
• Participate in testing activities and user acceptance validation for new functionality.
• Document configuration standards, automation scripts, troubleshooting procedures, and support processes.
• Recommend enhancements that improve agent productivity, operational efficiency, and automation rates.

 

Qualifications

 

Required Qualifications

• 5-8 years of experience supporting GDS environments within a Travel Management Company (TMC) or corporate travel organization.
• Previous experience leading, mentoring, or supervising technical, operational, or support teams.
• Strong hands-on experience with:
• GDS scripting and automation
• Point-of-sale configuration
• PCC and OID administration
• Agent profile setup and maintenance
• Queue management and workflow automation
• User access administration and support
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently in a remote environment while supporting multiple operational teams.

Preferred Qualifications

• Experience with Concur Travel, Atriis, Deem, and Kayak for Business.
• Experience supporting Compleat, iQCX, or other mid-office automation platforms.
• Knowledge of web services, APIs, and travel technology integrations.
• Familiarity with quality control, auto-ticketing, and fulfillment automation workflows.
• Experience supporting multi-GDS travel environments.

Success Measures

• Reliable and accurate maintenance of PCCs, OIDs, and agent configurations.
• Effective management of queues, user access, and system configurations.
• Timely resolution of GDS-related support issues.
• High team performance, engagement, and service quality.
• Strong partnership with Operations teams and positive support satisfaction from frontline agents.

 

 

PAY AND BENEFITS

 

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

 

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

 

 

 

 

#Li-remote