Assistant General Manager/Assistant Vice President - CEM Delivery Lead - Airlines

Role/Job Title: AGM / AVP (Airline Vertical)

Leads large- scale airline and travel operations for Tier- A global carriers, covering reservations, fares & ticketing, departure control, cargo, customer experience, loyalty programs, and multi- channel contact center environments. Owns strategy, delivery excellence, operational governance, transformation, financial management, and senior client relationship orchestration across complex, multi- LOB travel ecosystems.

Job Responsibilities:

• Hands- on leadership of 400-600+ FTE airline operations spanning Reservations, Ticketing, Reissue/Refunds, Baggage Claims, DCS(Departure Control System), Loyalty/FFP, Cargo CSC, Disruptions (IROP), and Customer Relations.
• Resident industry SME with deep knowledge of Tier- A airline processes, standards, and technology stack.
• End- to- end ownership of operational KPIs, SLAs, customer experience, accuracy, compliance, and service recovery outcomes.
• Drive standardized governance, delivery rigor, and operational maturity across all functional towers.
• Primary strategic stakeholder interface with airline leadership-capable of engaging in high- level business, operational, and transformation conversations.
• Lead proactive & reactive opportunities to expand Travel & Airline delivery footprint, acting as domain SME for pursuits, RFPs, solution design, and commercial modelling.
• Support pricing, workforce design, transition planning, and value- based solutions for new or expanding airline engagements.
• Identify operational risks linked to IATA regulations, DCS dependencies, safety/security protocols, and implement mitigation frameworks.
• Lead transformation initiatives including automation, AI- powered interactions, analytics- led interventions, process modernization, and cost- to- serve optimization.
• Apply Lean/Six Sigma methodologies for efficiency & quality improvement.
• Own budgets, cost levers, productivity targets, KPI efficiency, and P&L contribution for accounts.
• Lead capacity planning, forecasting, rostering optimization, and contact center workforce management for airline-specific requirements.
• Build a robust leadership pipeline-Managers, SMs-ensuring capability depth, succession, and domain strength.
• Drive positive engagement, retention strategy, and performance culture across delivery teams.