{"id":2507752,"url":"https://alion.io/job/api-accommodations-plus-international-operations-supervisor-apac","title":"Operations Supervisor (APAC)","company":{"id":2602590,"name":"API – Accommodations Plus International","domain":"apiglobalsolutions.com","url":"https://alion.io/company/apiglobalsolutions","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":104000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4825},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Outlook","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-01T04:56:23Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-15T02:05:16Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Who We Are\nAccommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.\nOur mission is to make layovers simpler and more efficient for crew members-and we bring that to life through deep industry expertise and a practical, results-driven approach.\nToday, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.\nAt API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.\nIf you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you!\nSummary/Objective\nThe APAC Operations team provides 24-hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Supervisor ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers. This is a critical position in assuring that all client accommodation and transportation requirements are satisfied in line with contractual Service Level Agreements (SLA).\nThe Operations Supervisor facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances.\nEssential Functions\nProvide leadership and oversight of daily APAC operations across all products (ACES, DPAX, Duty Travel, Crisis Management/Emergency Response), coordinating closely with other API operations teams globally.\nLead, coach, and support all APAC operations agents (onsite and remote) to ensure high performance, availability, and effective client service. \nMonitor team productivity and service quality across all channels (queues, emails, calls, chat), including conducting audits and reviewing call recordings to provide feedback and drive continuous improvement. \nEstablish and maintain effective communication with client operational departments to ensure service expectations are met. \nIdentify training needs and assist with the development and delivery of training programs to maintain high standards of service and compliance.\nMaintain and update operational processes, SOPs, and quality measures, ensuring adherence to API and client requirements.\nReview airline relocation requests and monitor weather reports, events calendars, and market conditions to proactively support operations.\nInvestigate and resolve escalated client or operational issues, ensuring timely and professional resolution.\nMaintain a chronological shift log to capture key operational data, including actions requiring leadership involvement.\nFollow appropriate reporting and escalation procedures for any technical issues (ACES, DPAX, IT systems), tracking outcomes to resolution. \nMonitor Daily Issue Logs (DIL), MCC (MyCrewCare) feedback, and other reporting tools to identify trends and recommend improvements. \nMonitor and ensure completion of internal and client reports in line with API policies. \nCollaborate with the APAC leadership team and other departments to resolve operational challenges. \nEngage and motivate agents by providing statistical feedback and coaching, addressing performance issues when necessary. \nMonitor and control departmental expenditures, including ad hoc costs caused by errors and discrepancies. \nReview, monitor, and resolve system discrepancies and operational gaps. \nBuild and maintain an effective team roster, ensuring all leave requests are managed appropriately to maintain optimal operational coverage.\nPerform other duties as assigned to support API’s operational goals and client commitments. \nQualifications/Experience\nBachelor’s degree (or equivalent) preferred.\nMinimum three years’ experience in a call centre, airline operations control centre, API Operations Centre, or crew scheduling environment preferred \nHands-on experience in ACES and DPAX systems is highly desirable. \nStrong judgement and decision-making skills, with the ability to weigh risks, costs, and benefits and exercise discretion appropriately. \nAdvanced critical thinking abilities, using logic, data, and analysis to assess challenges and develop effective solutions. \nDemonstrated experience in motivating, developing, and leading individuals and teams to achieve organisational goals. \nExceptional communication skills across verbal, written, and non-verbal modes, with strong active listening abilities. \nProven ability to identify problems, determine root causes, and implement solutions while maintaining day-to-day operational continuity. \nSolid technical knowledge and awareness of current trends and developments in airline operations or related disciplines. \nCollaborative team builder, with the ability to foster strong internal relationships. \nProficient in Microsoft Word, Outlook, Excel, Teams, PowerPoint, and Slack. \nOther Duties\nDuties, responsibilities and activities may change at any time according to business needs.\nThe performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).\nWork Environment\nThis position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.\nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.\nAAP/EEO Statement\nAccommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.\nPrivacy Statement\nAPI may use the contact information you provide to communicate about this role, including via text message. See our [Privacy Policy] for details. 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