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Head of Global Ticketing

People are what drives Fareportal. We are one of the fastest growing online travel companies in the world; our portfolio of travel brands receives over 100 million visitors annually.

We are seeking a Head of Global Ticketing for our NY office. The right candidate will not only manage day to day operations and build a Ticketing Center of Excellence through robust and streamlined processes, he/she will also manage the automation projects for this department as well as build effective training and certification programs for all ticketing locations (ARC/IATA/BSP). This position is responsible developing employees through coaching, counseling, review quality assurance, conducting one-on-one meetings, and overseeing employee’s performance and productivity.

Additional Responsibilities:

  • Further refine and develop comprehensive Ticketing Manual/Processes/SLA to achieve high efficiency, total compliance and an error free ticketing practice across all platforms to ensure high customer satisfaction on a consistent basis
  • Manage and lead the Ticketing Teams in US and India to deliver a best in class ticketing booking tool(s) and processes
  • Create and implement measurable performance metrics for the entire ticketing team to achieve high efficiency, quality and error free ticketing delivery
  • Build and maintain highly effective and efficient user friendly (internally/externally) Helpdesk support.
  • Reconciliation/Audit - assist with process of reconciliation and auditing of ticketing accuracy and payment across all locations, markets and the finance department.
  • Make recommendations to the team through detailed analysis which will assist in the development of the programs, and will enable improved process design and automation
  • Serve as conduit between Ticketing and the Operations Automation and Technology teams
  • Constantly refine and improve and automate ticketing processes that interface across all booking verticals and related subject matter teams: online, mobile, contact center, customer service, exchanges, schedule changes and SOD’s for all fare types; Published, Private, Tour-Net’s, Consolidators and Low Cost Carriers

Requirements:

  • Bachelor’s degree
  • Must have 5+ years of management experience working for a global travel company
  • Working knowledge and experience with GDS (Sabre/Amadeus) booking and ticketing formats, processes and procedures, as well as exposure to ARC, IATA, BSP, etc..
  • Experience in a multi-national travel environment with direct call center experience, or service delivery operations related to the following processes: Ticketing, Schedule Changes, FDA (Fare and Data Analysis)
  • Subject matter expert in one or more of the following areas: Air, Hotel
  • Working knowledge and experience with airline ticketing policies and procedures, interline and non-interline agreement

Personal Impact: Our casual company culture boasts innovation, collaboration and harbors a unique entrepreneurial spirit.

The right people will. . .

  • Understand the unique challenges and tremendous opportunities associated with a rapidly growing fast-paced, entrepreneurial environment, with the ability to deal with ambiguity but equally the freedom to explore and innovate.
  • Manage a continuously evolving sets of priorities when everything (really-everything!) is important.  You can’t get overwhelmed or sidetracked easily.
  • Be vocal with idea generation; speaking-up fuels discussion, ideation and group-think.  98% ideas may fly by the way side – but your impenetrable spirit allows the other 2% to soar! Your voice defines the value you bring to the organization.
  • Maturity to work goals at hand, but also able to consider overall strategies of the firm and create opportunities previously unseen.
  • Understand power of ownership culture; built on principles and values that compel everyone at Fareportal to think and act like an owner of the business
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