• Lead an operations team of approximately 40 to 50 associates supporting the business of Exclusive Networks North America. • Ensure operational excellence and a positive employee experience in support of the development of the North American business. • Report to the Senior Director, Sales Operations in North America. • Support the day-to-day operations of the team, working with the employees and their functional managers to meet KPIs and SLAs. • Work with local HR and functional managers to screen and hire the right candidates. • Suggest changes to retain employees based on the competitiveness of the labor market. • Provide coaching, mentoring, and performance management to team members. • Analyze competencies and develop strategies to cover potential gaps. • Lead teams through organizational changes with clear communication and support. • Monitor and report on team performance metrics, identifying areas for improvement and implementing corrective actions.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Operations Analyst is responsible for evaluating and enhancing business operations. The ideal candidate should possess a strong grasp of travel agency operations, data analysis techniques, project management, and problem-solving abilities to identify areas for improvement and drive operational efficiency. This role also requires advanced Amadeus knowledge and experience supporting travel technology platforms. Responsibilities - Program Operations: - Analyze and optimize daily business operations. - Identify operational problems and lead incident management to resolution. - Collaborate with operational teams and system owners to identify automation opportunities. - Manage customer issues and disputes. - Establish and manage productive relationships with suppliers, stakeholders, and colleagues. - Serve as an operations liaison between Technology and various Internova business units. - Coordinate and facilitate meetings between Technology and the business. - Conduct training sessions as required. - Act as a knowledge resource on multiple projects/initiatives across the company. - Provide technical support for Amadeus travel technology solutions, including troubleshooting and resolving issues related to reservations, ticketing, and other travel services. - Assist with setup, configuration, and use of Amadeus systems. - Provide fulfillment support as needed including ticketing, exchanges, cancellations, refunds, and voids. - Monitor and maintain Amadeus application performance. - Create documentation and conduct training as needed. - Project Management: - Collaborate with teams to establish project and task schedules aligned with objectives. - Define requirements and communicate with technical departments to meet deliverables. - Manage expectations and deliverables of senior leaders. - Communicate effectively with users from diverse backgrounds in a complex environment. Qualifications - Technical Expertise: - In-depth knowledge of the Amadeus platform, its configuration capabilities, and integrations. - Proven experience troubleshooting and resolving complex technical issues within travel technology platforms. - Working knowledge of other GDS systems and travel industry booking processes for air, hotels, and car rentals. - Business Acumen: - Solid understanding of Internova's business model, including its business units, divisions, and key stakeholders. - Ability to interpret complex technical capabilities and translate them into easy-to-understand explanations for non-technical users. - Passion for the travel industry and a desire to contribute to its innovation and growth. - Communication and Collaboration: - Excellent communication skills, both written and verbal, with the ability to articulate complex technical concepts to diverse audiences. - Strong interpersonal skills to foster positive relationships with internal and external stakeholders. - Proven ability to collaborate effectively within a team environment and lead by example. - Additional Qualifications: - Minimum of 5 years of experience in an operations or Amadeus support role within the travel industry. - Strong analytical and problem-solving skills with a proactive approach to issue resolution. - Ability to work independently and manage multiple priorities effectively. - Passion for customer service and a commitment to exceeding user expectations. Benefits - Medical insurance - Meal tickets - Transportation allowance - Paid time off - Discounted employee travel options - Access to LinkedIn Learning webinars and courses

• Manage the onboarding and offboarding process for all system access • Create, modify, and deactivate user accounts across company platforms • Maintain accurate documentation of all system access and permissions • Serve as the primary point of contact for access-related issues • Manage executive team calendars • Schedule and coordinate internal meetings across different time zones • Maintain company-wide operational calendar • Assist with planning and logistics for team events and activities • Take and distribute meeting notes when required • Manage our applicant tracking system (Ashby) to ensure all candidate information is accurately recorded and updated • Schedule and coordinate interviews between candidates and hiring managers across different time zones • Send interview reminders to both candidates and interviewers • Collect interview feedback from hiring managers • Process new hire documentation and assist with onboarding preparation • Maintain employee records and documentation • Support various departments with administrative tasks • Maintain calendars and send reminders for important deadlines • Assist with ad-hoc projects and operational tasks

• Lead, develop and monitor the performance of leaders and multidisciplinary teams, reinforcing a high-performance culture • Map operational bottlenecks, design and improve workflows, implement automations, and ensure standardization, efficiency and scalability of the operation • Define, monitor and evolve critical operational KPIs — such as response rate, conversion into mediations, response time and SLAs — ensuring delivery quality and data-driven decision making • Work collaboratively with Product, Legal and Commercial teams to align operations with company evolution and customer needs