Manager, Fulfillment Delivery

Provide leadership for a team of Business and Quality Assurance Analysts responsible for the delivery of fulfillment services applications. Provide help desk support for fulfillment services software.

Standard

Will have direct day to day contact with agents, Operations Management, Account management, troubleshooting and to ensure meets their needs and keeps pace with changes in operations, policies and/or procedures.
• Evaluates requests to determine how to fit within existing workflow, determine data validation, triggers, overrides, file finishing, and error messages.
• Lead team of Business System Analysts and Quality Assurance Analysts.
• Create and document team processes.
• Work closely with Product Mangers to align priorities and cross application development to ensure end to end integrated processing.
• Work closely with help desk support team to ensure they are up to date with new functionality.
• Manage the requirements process for new requests and modifications.
• Manage the testing process for new requests and modifications, which includes devising test scenarios, creating test PNRs, and preforming unit and integration testing.
• Logging and tracking of new requests, modifications, and identified problems and resolutions.
• Creating and maintaining documentation on processes, application configuration, and training material.
• Expected to develop in-depth knowledge and expertise in GDS and CTM PNR requirements.
• Prepare estimates and customer requirements for custom programming billed to client.
• Refine development stories and perform QA as needed.
• Train off-site to increase knowledge and to teach.
• Must maintain regular and reliable attendance.
• Other duties as assigned.

• Oversee the Fulfillment Delivery staff (Business Systems Analysts, Quality Assurance Analysts, 2^nd level product support) including coaching, monitoring, performance appraisals, attendance tracking and special projects.
• Work closely with Product Management team to ensure efficient operations and prioritization of requests.
• Approximately 50% of job is supervisory/prioritization/managing workload of department.
• Approximately 10% of job is investigation in other technologies/solutions to further efficiencies.
• Approximately 40% of job is refining development stories and performing QA

• High School Diploma or equivalent is required.
• Five years corporate travel agency experience.
• Five years BA experience with Travel Automation

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to read and interpret documents.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard situations.
• Ability to read and interpret documents.
• Must have strong customer service and communication skills.
• Must be able to make presentations for existing or potential clients as well as our employees.
• Must be detail orientated, highly motivated, able to multitask, and able to work independently.
• Proficient in Microsoft Office Word, Excel, Outlook, and SQL.
• Working knowledge of Apollo and Sabre and capable of creating test PNRs.
• Familiarity with CTM operations and technology products (online booking tools, Banx, PreView, etc.)
• Position also requires strong attention to detail.
• Familiarity with Sabre Web Service