Manager, GDS Automation, Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop a team responsible for GDS administration, automation support, agent configuration, and operational technology services.

• Oversee the management and maintenance of PCCs, OIDs, branch structures, office profiles, and point-of-sale configurations.

• Configure and support agent work environments, including sign-in credentials, user profiles, access permissions, and security controls.

• Maintain GDS settings and operational configurations that support reservation processing, ticketing, quality control, and traveler servicing.

• Assist with the onboarding, setup, and maintenance of agent profiles and operational workstations.

• Establish team priorities, manage workload, and set service level expectations.

• Develop, maintain, and optimize GDS scripts, macros, and automation tools.

• Support automation initiatives related to booking, ticketing, servicing, and fulfillment workflows.

• Create and manage point-of-sale automation configurations.

• Analyze workflows to identify opportunities for enhancing automation and operational efficiency.

• Test and deploy scripts, automation enhancements, and configuration updates.

• Administer GDS queues and workflows pertaining to reservations, ticketing, schedule changes, exchanges, and servicing.

• Monitor queue performance and routing.

• Troubleshoot GDS errors, automation failures, profile issues, queue exceptions, and access concerns.

• Act as the escalation point for GDS configuration, scripting, and operational support issues.

• Collaborate with GDS support teams on vendor-level issues.

• Manage web-service connections and integrations between the GDS and related travel technology platforms.

• Support connectivity with Sabre, Amadeus, Concur Travel, Atriis, Deem, Kayak for Business, Compleat, iQCX, and Umbrella Faces.

• Participate in system testing and user acceptance validation.

• Review GDS releases and enhancements to assess operational impact.

• Document configuration standards, scripts, troubleshooting procedures, and support processes.

• Recommend enhancements that improve agent productivity, operational efficiency, and automation rates.

• Collaborate with Operations, Agent Services, Online Booking, Mid-Office, and Travel Technology teams.

⛳️ Requirements

• 5-8 years of experience supporting GDS environments within a Travel Management Company (TMC) or corporate travel organization.

• Previous experience in leading, mentoring, or supervising technical, operational, or support teams.

• Strong hands-on experience with GDS scripting and automation.

• Strong hands-on experience with point-of-sale configuration.

• Strong hands-on experience with PCC and OID administration.

• Strong hands-on experience with agent profile setup and maintenance.

• Strong hands-on experience with queue management and workflow automation.

• Strong hands-on experience with user access administration and support.

• Excellent troubleshooting, analytical, and problem-solving skills.

• Ability to work independently in a remote setting while supporting multiple operational teams.

• Preferred: Experience with Concur Travel, Atriis, Deem, and Kayak for Business.

• Preferred: Experience in supporting Compleat, iQCX, or other mid-office automation platforms.

• Preferred: Knowledge of web services, APIs, and travel technology integrations.

• Preferred: Familiarity with quality control, auto-ticketing, and fulfillment automation workflows.

• Preferred: Experience in supporting multi-GDS travel environments.

🏝️ Benefits

• Choice of two medical plans.

• Two dental plans.

• Vision insurance.

• Flexible spending accounts (FSAs).

• Company-paid life insurance and AD&D.

• Optional additional life insurance and AD&D.

• Disability insurance.

• Paid parental leave.

• Paid time off.

• 401k Plan with company match.

• Discounted employee travel options.

• Access to LinkedIn Learning webinars and courses.

• Discounted pet insurance.

• Discounted auto, home, & renters insurance.

• May be eligible for an incentive, commission, bonus, or discretionary bonus program based on company financial goal achievement and individual performance.

• Remote work arrangement.