• Serve as the primary liaison between business teams, integration developers, architects, QA, and external vendors. • Facilitate workshops, design sessions, and backlog grooming related to integration initiatives. • Communicate complex technical integration concepts in clear business terms and vice versa. • Partner with business stakeholders to understand end‑to‑end business processes and integration needs across multiple systems. • Elicit, analyze, and document functional and non‑functional requirements for system integrations, APIs, and middleware solutions. • Define integration use cases, data flows, message formats, validation rules, and exception handling. • Ensure requirements align with enterprise integration standards, architectural principles, and security guidelines. • Collaborate with integration architects and developers on solutions using middleware platforms (e.g., iPaaS, ESB, message brokers). • Define REST API requirements including endpoints, payloads, error handling, authentication, and performance expectations. • Support API lifecycle activities such as versioning, backwards compatibility, and deprecation strategies. • Participate in API and integration design reviews to ensure business requirements are fully met. • Support agile or hybrid delivery teams by maintaining user stories, acceptance criteria, and integration test scenarios. • Assist with integration testing, data validation, and defect triage. • Support deployment readiness, post‑implementation validation, and continuous improvement efforts.

• Gather and confirm sold‑case information from sales, producers, and customers • Submit accurate group data to Policyholder Services and partner through the scrub process • Lead customers through contract review, billing setup, and use of service tools like AdminEase • Install new groups and transition them to the assigned Account Specialist • Bring customer insights to continuous improvement efforts and collaborate on process enhancements

• Manage daily seat inventory across fare classes to maximize flight-level revenue. • Monitor competitive pricing and adjust market positioning to protect margins. • Identify and implement tactical strategies for underperforming flights. • Manage group requests • Develop and apply demand forecasting models using historical booking data, seasonality, and market trends. • Lead internal ad-hoc analysis to provide data-driven recommendations for commercial initiatives. • Partner with Marketing and Sales to align promotional activities with capacity. • Provide commercial and market insights to support route planning. • Support BD with special fares

• Evaluate client requirements and develop customized service approaches to enhance satisfaction levels • Establish and nurture professional client relationships through consistent, proactive outreach • Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout • Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results • Generate comprehensive work orders and track completion while keeping stakeholders informed of progress • Partner with internal departments and external service providers to deliver timely, effective solutions • Follow established service standards while actively identifying opportunities to surpass client expectations • Ensure thorough knowledge of company policies, procedures, and compliance requirements for operational excellence • Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams • Support root cause analysis efforts for persistent or high-impact client concerns • Manage customer inquiries end-to-end, ensuring accurate information collection and consistent stakeholder updates • Work with cross-functional teams to design and implement operational enhancements and process refinements • Champion team training and development programs to improve overall service quality and performance • Guide new team members through structured mentorship programs and knowledge transfer to foster a high-performance environment • Contribute to strategic planning and policy development initiatives that support organizational objectives