Travel Fulfilment Manager

About FlyAkeed:

FlyAkeed is an online platform that helps people book flights and hotels easily. We started in 2017 and are based in Riyadh, Saudi Arabia. Our travel solution simplifies the process of planning and handling work-related travel.

Highlights:

• Current funding stage: Series A
• FlyAkeed is supported by PIF subsidiary Sanabil Investments, Elm, Artal Capital, and Alrajhi Partners.

At FlyAkeed, we leverage technology to transform corporate travel management. Our Operations team plays a critical role in ensuring seamless travel booking, fulfillment, and customer satisfaction by managing reservations, travel requests, and operational processes through our proprietary platform.

The Travel Fulfilment Manager leads the Travel Fulfilment function within the Operations department, ensuring efficient booking execution, service delivery, operational performance, and continuous process improvement. This role is responsible for managing teams, optimizing workflows, and delivering exceptional customer experiences through technology-driven travel operations.

Key Responsibilities

• Lead and manage the Travel Fulfilment team and daily operations.
• Ensure timely and accurate processing of travel bookings and fulfillment activities.
• Monitor operational KPIs, productivity, quality, and service levels.
• Develop and implement strategies to improve operational efficiency and customer satisfaction.
• Manage escalations and complex travel cases.
• Collaborate with Product, Technology, Customer Experience, and Commercial teams.
• Drive process improvement and automation initiatives.
• Coach, mentor, and develop team members.
• Prepare operational reports and performance reviews for leadership.

Requirements

• Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field.
• 5+ years of experience in corporate travel operations, including travel booking and fulfillment processes, with at least 2 years in a leadership role.
• Strong understanding of travel booking and fulfillment processes, including offline ticketing, reissues, refunds, and handling hotel and car rental bookings.
• Proven leadership and people management experience.
• Hands-on proficiency with Amadeus GDS and Excel.
• Experience handling complex itineraries and escalations.
• Experience with KPI-driven operations management, SLA or quality monitoring, process improvement, and automation-focused workflow optimization.
• Experience managing stakeholders across teams.
• Fluent in Arabic and English.
• Experience working in a technology-driven environment is preferred.