Shift Lead, Air Travel Support

Application Deadline: October 2, 2026

Schedule: Sunday to Thursday, 11:00 a.m – 7:00 p.m
Reports to: Senior Manager, Air Operations

Why Consider This Opportunity?

Are you an experienced Travel Support professional who enjoys solving complex issues, helping colleagues succeed, and keeping service on track? We are inviting internal candidates to apply for the Shift Lead, Air Travel Support role. This is an opportunity to expand your leadership impact by guiding the shift in real time, anticipating service risks, supporting VIP requests, resolving escalations, and helping the team deliver consistent, high-quality service.

What You Will Do

• Lead the day-to-day operational health of the shift, monitoring Air email and phone service levels, staffing, backlog, aging cases, and other indicators of service risk.
• Take timely action when service levels are at risk by reprioritizing work, coordinating coverage, confirming ownership, and escalating concerns when required.
• Remain available for VIP Air email and voice requests, ensuring urgent matters are acknowledged, actioned, documented, and followed through to resolution or a complete handover.
• Serve as the first operational point of escalation for Air Travel Support Consultants, providing guidance on complex inquiries, airline policies, schedule changes, exchanges, refunds, ticketing, GDS questions, and system issues.
• Lead escalations and service-recovery efforts by reviewing case histories, establishing clear ownership, documenting outcomes and deadlines, and escalating matters outside the role’s authority.
• Maintain shift continuity through clear communication, complete ServiceNow documentation, effective handovers, and early identification of recurring risks, knowledge gaps, and process issues.

What You Bring

• Strong Air servicing knowledge, including airline policies, ticketing, exchanges, refunds, schedule changes, and irregular operations.
• Strong working knowledge of Sabre and Amadeus, ServiceNow, ADX, and phone-queue operations.
• Strong communication, client-service, organizational, problem-solving, conflict-resolution, and decision-making skills.
• The ability to balance competing priorities, remain calm during escalations, exercise sound judgment, and provide clear direction.
• Comfort using operational data and service-level indicators to identify risk and guide priorities.
• Five or more years of travel-industry experience is preferred; previous leadership experience is an asset.

What Success Looks Like

• Service risks are identified early and addressed before SLAs materially decline.
• VIP and VVIP requests receive the appropriate priority, ownership, and follow-through.
• Consultants receive confident, consistent guidance within established policies and authority.
• Cases, escalations, and handovers are complete, accurate, and clearly documented.
• The overall health of the Air operation remains the priority while individual cases are supported effectively.

Please speak to your manager before applying.