What we're looking for in you
- 3 years of experience as an airline or travel agency ticketing agent with strong servicing experience (exchanges/reissues, refunds, EMDs, name corrections, etc.).
- Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); knowledge of NDC workflows is a plus.
- 2 years of experience designing and developing engaging training content to include presentations, job aids, and knowledge base content.
- Minimum 2 years of experience in facilitating in-person or virtual training.
- Minimum 2 years of experience designing and developing engaging training content to include presentations, job aids, and knowledge base content.Strong training facilitation skills to include both in-person and virtual learning requirements.
- Experience building and iterating on operational processes.
- Data literacy: ability to analyze QA/Training/Other Support Metrics to propose data-driven changes to processes and/or training material.
- Ability to work in a remote environment, including the ability to build strong relationships and connect with others easily; the ability to work with distributed teams across multiple time zones.
- Strong self-management skills: able to prioritize, communicate proactively, and meet deadlines independently.
- Excellent cross-cultural communication skills: clear, inclusive, and sensitive to tone and context.
- Flexibility and desire to work in a space that is continually evolving based on employee and business needs.
- Possess an adaptable, customer-first mindset and a willingness to support daily queue work as needed.
- Willingness and ability to travel both domestically and internationally.
What you'll be doing
- Facilitate training sessions for in person and virtual teams to include agent onboarding, upskilling, and refresher training.
- Translate policies, workflows, IT systems, and supplier updates into effective training content.
- Communicate performance expectations to Travel Ops leadership and agents.
- Develop, deliver, and maintain training materials for all workflows and processes owned by the Travel Ops team.
- Assist in developing and maintaining training schedules with Travel Ops Managers and virtual teams.
- Support daily queue work as needed.
- Participate in the new agent hiring process.
- Other activities as assigned.
