Operations Specialist

About Axel & Gordian Software Axel is the AI travel agent that helps people travel smarter, stress less, and save money — finding better prices on flights and hotels before and after booking, and automatically capturing savings when prices drop. Axel is a product of Gordian Software, built by a team that values sharp, curious minds, entrepreneurial energy, and low-ego collaboration. The Role As Operations Specialist, you are responsible for ensuring Axel delivers a seamless travel experience to every customer and for continuously improving how that experience is delivered. A central part of Axel's promise is helping customers get money back when better prices become available. You will help make that happen reliably, at scale. When repricing opportunities arise, bookings hit issues, or support escalations come in, you resolve them quickly and accurately. But this role goes well beyond handling individual problems. You will identify patterns, uncover root causes, and build the systems that prevent those issues from recurring. What You'll Own Issue resolution: Diagnose and resolve booking issues, support escalations, and operational edge cases quickly and in a way that maximizes value returned to the customer Systems and tooling: Design and build lightweight workflows, tooling, and AI-driven processes that increase accuracy, reduce manual effort, and improve service speed and quality Contractor team leadership: Lead and coordinate a global team of contractors who oversee and intervene in Axel's AI-driven customer experience, setting quality standards, building feedback loops, and ensuring consistent outputs at every touchpoint Pattern recognition and root cause analysis: Translate what you learn from individual issues into scalable solutions that reduce friction and increase the number of savings opportunities successfully completed Voice of the customer: Synthesize insights from conversations and issues into clear product priorities, helping ensure Axel constantly improves in the ways that matter most: reliability, trust, and real financial value This is highly detail-oriented work requiring fluency across multiple databases, internal tools, and AI systems. You will work closely with engineering but are expected to independently identify problems and implement solutions wherever possible. Success here comes from a strong bias toward action — building scrappy first versions, testing quickly, and iterating on real-world results. Gordian Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. #J-18808-Ljbffr Provn, Inc.