Operations Manager

Job Opening: Operations Manager

Location: Addis Ababa, Ethiopia

Employment Type: Full-Time

Department: Operations

Role Overview

We are seeking an experienced and results-driven Operations Manager to oversee the daily operations of our travel agency. The role requires strong leadership, operational excellence, and the ability to manage diverse client segments including walk-in customers, labor travel clients, non-IATA agents, and corporate accounts, while maintaining airline compliance and service quality standards.

Key Responsibilities

Operational Management

1. Oversee end-to-end travel operations including ticketing, reservations, and customer service delivery
2. Ensure smooth coordination between sales, ticketing, and finance teams
3. Implement operational policies, SOPs, and performance standards across all departments

Non-IATA & Ticketing Oversight

1. Manage Non-IATA ticketing processes through consolidators and ensure fare accuracy
2. Ensure accuracy in fare calculation, booking, and ticket issuance
3. Maintain strong relationships with airline partners and suppliers

Labor Travel Management

1. Handle high-volume labor travel arrangements (especially Middle East and Gulf routes)
2. Coordinate group bookings, documentation timelines, and travel logistics
3. Ensure compliance with travel and labor movement regulations

Walk-in Customer Management

1. Supervise front-office service delivery and ensure high-quality customer experience
2. Ensure quick turnaround times and professional client handling
3. Handle escalations and customer complaints effectively

Corporate Account Management

1. Manage corporate clients and service-level agreements (SLAs)
2. Monitor account performance, reporting, and retention
3. Identify upselling and cross-selling opportunities

Performance & Reporting

1. Track KPIs (sales volume, efficiency, customer satisfaction)
2. Prepare weekly and monthly operational reports for management
3. Drive continuous improvement initiatives across all operational areas

Key Performance Indicators (KPIs)

1. Revenue growth and booking volume
2. Customer satisfaction (CSAT / retention rate)
3. Ticketing accuracy and error rate
4. Response and turnaround time
5. Corporate account growth and SLA compliance
6. Operational cost efficiency

Qualifications & Experience

1. Bachelor's degree in Business Administration, Tourism, or related field
2. Minimum 5+ years of experience in travel agency operations or management
3. Strong knowledge of Non-IATA ticketing systems and airline reservation platforms (Amadeus, Galileo, Sabre)
4. Solid understanding of Ethiopian travel market dynamics
5. Experience managing labor travel and corporate accounts is highly preferred

Skills & Competencies

1. Strong leadership and team management
2. Operational excellence mindset
3. Customer-focused approach with strong service standards
4. Excellent problem-solving and decision-making skills
5. Strong communication and negotiation skills
6. Ability to work under pressure and manage multiple priorities

What We Offer

1. Competitive salary aligned with Ethiopian market
2. Performance-based bonus
3. Career growth opportunities in a fast-growing travel company
4. Dynamic and professional work environment

How to Apply

Visit addisfly.com/jobs and click Apply Now to fill out the application form and submit your details. Shortlisted candidates will be contacted for interviews.

AddisFly encourages applications from qualified female candidates.

About AddisFly:

AddisFly is a premier travel agency based in Addis Ababa, Ethiopia, specializing in aviation, flight reservations, visa services, and comprehensive travel packages. As an IATA-accredited agency, we combine trusted offline services with powerful online tools to deliver seamless travel experiences for individual, labor, corporate, and non-IATA clients.