Job Description

Job Summary:The Manager, Agency and Partner Support will lead the Agency Support and Partner Support teams, ensuring seamless operations and exceptional service for GDS/e-ticket customers. This role requires a strong leader with in-depth knowledge of airline operations, GDS systems, e-ticket life cycles, and a proven track record of driving process improvements. The ideal candidate will be a strong leader with strong attention to detail and a commitment to enhancing customer experience through collaboration and innovation. The successful candidate will report to both the Contact Center and Sales/Distribution during the onboarding phase to get acquainted with both commercial areas and other key internal stakeholders. Duties & Responsibilities:

• Provide leadership and guidance to the Travel Agency team and Partner Support team, fostering a culture of excellence.
• Identify and implement opportunities for process improvement in GDS/e-ticketing operations.
• Lead the Interline/Codeshare support team to ensure seamless service for connecting customers.
• Attend weekly meetings with Airline Partners to ensure smooth operations for our mutual passengers.
• Establish and track key performance indicators (KPIs) to monitor and report on team performance.
• Develop and oversee the training standards and curriculum for agency support, ensuring industry-leading service.
• Analyze call data to identify trends and areas for service enhancement.
• Collaborate with the Agency Sales team to refine support strategies and stay competitive in the market.
• Manage waiver processes and policies in partnership with Agency Sales.
• Coordinate with internal departments to enhance the GDS customer experience.
• Advocate for and implement self-service capabilities via the Agency web portal.
• Actively participate in Porters Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organizations standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.People Leadership: Assuming a leadership role in helping others achieve excellent results.Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications:

• 5+ years of experience in airline operations and GDS/e-ticketing systems.
• Proven leadership skills with the ability to coach and develop a high-performing team.
• Strong problem-solving abilities and critical thinking skills.
• Experience collaborating with sales teams to drive strategic initiatives.
• Excellent communication skills, both written and verbal.
• Ability to analyze data and apply insights to improve processes and customer service.
• Familiarity with industry trends and a proactive approach to identifying opportunities for improvement.

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porters fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit or follow @porterairlines on Instagram, Facebook and Twitter.

Porter Airlines