Manager, Agency and Partner Support

Job Summary

The Manager, Agency and Partner Support will lead the Agency Support and Partner Support teams, ensuring seamless operations and exceptional service for GDS / e-ticket customers.

This role requires a strong leader with in-depth knowledge of airline operations, GDS systems, e-ticket life cycles, and a proven track record of driving process improvements.

The ideal candidate will be a strong leader with strong attention to detail and a commitment to enhancing customer experience through collaboration and innovation.

The successful candidate will report to both the Contact Center and Sales / Distribution during the onboarding phase to get acquainted with both commercial areas and other key internal stakeholders.

Duties & Responsibilities Provide leadership and guidance to the Travel Agency team and Partner Support team, fostering a culture of excellence.

Identify and implement opportunities for process improvement in GDS / e-ticketing operations. Lead the Interline / Codeshare support team to ensure seamless service for connecting customers.

Attend weekly meetings with Airline Partners to ensure smooth operations for our mutual passengers. Establish and track key performance indicators (KPIs) to monitor and report on team performance.

Develop and oversee the training standards and curriculum for agency support, ensuring industry-leading service. Analyze call data to identify trends and areas for service enhancement.

Collaborate with the Agency Sales team to refine support strategies and stay competitive in the market. Manage waiver processes and policies in partnership with Agency Sales.

Coordinate with internal departments to enhance the GDS customer experience. Advocate for and implement self-service capabilities via the Agency web portal.

Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations;

understand, comply and promote the Company Safety Policy. Behavioural Competencies Concern for Safety : Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

Teamwork : Working collaboratively with others to achieve organizational goals. Passenger / Customer Service : Providing service excellence to internal and / or external customers (passengers).

Initiative : Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus : Focusing efforts on achieving high quality results consistent with the organization’s standards.

Fostering Communication : Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Exemplifying Integrity : Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.

Inspiring Others : Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.

People Leadership : Assuming a leadership role in helping others achieve excellent results. Leading Change : Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

Qualifications 5+ years of experience in airline operations and GDS / e-ticketing systems. Proven leadership skills with the ability to coach and develop a high-performing team.

Strong problem-solving abilities and critical thinking skills. Experience collaborating with sales teams to drive strategic initiatives.

Excellent communication skills, both written and verbal. Ability to analyze data and apply insights to improve processes and customer service.

Familiarity with industry trends and a proactive approach to identifying opportunities for improvement.