Head of Operations & Business Management

POSITION DESCRIPTION:The Manager - Air Operations leads a team of Event Air Managers in delivering high-quality air operations and support for our customers and their events.This leader oversees and supports the team’s daily workflow, training and development, travel day support, and overall service delivery for customers and their attendees. With a strong focus on customer satisfaction and team effectiveness, the Manager works to refine and enhance processes and procedures to ensure efficient workflows, well-supported team members, and satisfied customersPOSITION REQUIREMENTS:Bachelor’s degree in Business, Liberal Arts, Public Relations or Communications required, or equivalent work experienceFive years of experience as a supervisor/lead in the travel industry or equivalent service-related industry.Ability toutilizeleadership skills to assess employee skills, training and developmental needs, coordinate workpriorities and provide constructive performance feedback; the ability to encourage a customer-focused team environment.Ability to recruit, train and motivate staff to support the goals of the department and the mission, vision and values of the company.Ability to listen, understand, and respond to a varying group of external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferredAbility to analyze and resolve client-operational issues.Excellent verbal and written communication skills.Effective organizational and time management skills.Knowledge in airline GDS (Global Distribution System)Ability to establish and maintain excellent relationships with client contacts, suppliers, participants and team members. Ability to display a sense of urgency, ownership and accountability.  Ability to listen, understand, and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred. Ability to display a sense of urgency, ownership and accountability. Ability to maintain a social neutrality, only building positive and valuable relationships with team members, and refusing to participate in potentially negative discussions and exchanges.Experience in working with cross-functional teams. Excellent interpersonal skills with the ability to take and give direction within a matrix organizational structure and team environment. Ability to maintain a positive leadership style, with professionalism, constant communication and consistency. Ability to manage conflict in a professional manner promptly and directly. Willingness to share best practices with fellow team members; willing to mentor new team members, as well as facilitate a training partnership or presentation, as needed. Ability to lead a team, empower others and delegate responsibilities; desire to lead by example. Experience in effective communication and relationship building.  Ability to interact with all levels of client management.   Ability to work the time necessary to complete projects or meet deadlines.Ability to think analytically with short and long-term planning.To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.