Senior Manager, Flight Operations

Fora•New York City, NY

5d•Onsite

About The Position

The Senior Manager, Flight Operations owns the end to end management of the Flights Desk. This role exists to ensure the desk operates smoothly, efficiently, and at a consistently high standard for both advisors and the internal team. Reporting to the Head of Flights, this role combines people leadership, operational ownership, and strategic problem solving. You will lead an offshore team, serve as the primary decision maker for complex advisor needs, and design scalable processes as the business and self booking capabilities evolve. This is a highly visible, hands on leadership role for someone who thrives on ownership, variety, and building operational excellence.

Requirements

5-8+ years of relevant work experience
Strong customer service background with demonstrated tact and empathy in advisor or client facing environments
Proven experience leading and managing operational teams with a high degree of ownership and accountability
Excellent problem solving and process improvement skills with the ability to think both strategically and tactically
Strong written and verbal communication skills and high attention to detail
Self starter who is comfortable working independently and taking initiative
Ability to operate effectively in a fast moving, ambiguous environment
Strong organizational and analytical skills
Experience with scheduling, workflow design, and operational scaling
Authorized to work in the US and currently based in NYC or willing to relocate

Nice To Haves

Familiarity with Sabre or other GDS systems and advanced Excel skills are a plus but coachable
MBA or other relevant advanced degree

Responsibilities

Lead and manage the Flights Desk team, including performance management, scheduling, coverage, policies, and day to day operations
Act as the primary owner for advisor escalations, making decisions on complex or sensitive flight related cases
Own and continuously improve workflows, tools, and documentation to drive efficiency, clarity, and consistency
Partner cross functionally with Product Operations, Communications, and Finance to ensure alignment and smooth execution
Drive improvements to advisor turnaround times and overall service quality
Identify, prioritize, and execute high impact process improvements as the business evolves
Track and analyze performance metrics including volume, turnaround time, escalation trends, and efficiency gains
Support training, knowledge sharing, and documentation to strengthen team performance and advisor experience