Associate Manager - Refunds

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includesPrecision, our specialist in travel fintech;Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services;Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

The Role:

An Associate Manager in Refunds team has a broad role, making sure the department objectives are accomplished by managing staff; plans and evaluates department activities and ensures the operations of the department are running smoothly and the customers needs and expectations are met.

This role also demands a lot of liaising with other team members, including interacting with managers of different areas of the organization, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring team performance. By managing day-to-day activities, analyzing statistics and reading and creating reports.

This role requires a person with advanced knowledge of all the refunds products, strong analytical background, customer centricity, people management and problem solving skills and of course the ability to communicate effectively with team members, managers and other partners.

Duties & Responsibilties:

• Oversee day-to-day operations across assigned lines of business (LOBs) to ensure consistent service delivery, SLA adherence, and operational excellence.
• Manage high-level customer and operational escalations that exceed team lead resolution authority.
• Conduct regular dip checks, audits, and skip-level meetings to monitor floor health, quality standards, and agent engagement.
• Partner with Workforce Management (WFM) to optimize shift planning, shrinkages, scheduling, and staffing requirements against performance gaps.
• Identify operational risks, integrity concerns, and cross-departmental mishandlings, raising timely flags and mitigation plans with relevant stakeholders.
• Directly supervise, mentor, and coach Team Leaders to elevate their leadership capabilities and daily operational management.
• Establish clear personal performance targets (KPIs/OKRs) for Team Leaders, tracking daily outputs and driving continuous improvement.
• Conduct structured weekly, monthly, quarterly, and annual performance appraisals, addressing performance or behavioral gaps with formal action plans.
• Foster an open, collaborative culture built on psychological safety, two-way feedback, and active idea sharing.
• Ensure organizational communications, policy updates, and process changes cascade seamlessly from leadership to frontline agents.
• Develop a deep end-to-end (E2E) understanding of operational workflows, B2B contractual agreements, KPIs, and service fee frameworks.
• Lead deep-dive process reviews with Team Leaders to identify bottlenecks, eliminate inefficiencies, and champion automation initiatives.
• Drive root-cause analyses on recurring defects or performance variances, implementing long-term preventative measures.
• Prepare, analyze, and present comprehensive operational reports, highlighting operational trends, team productivity, and key variances.
• Actively represent operations in departmental alignments, business reviews, and cross-functional forums (Quality, Training, Process Engineering, and Leadership).
• Maintain clear, collaborative alignment with internal stakeholders to protect customer experience, contractual obligations, and brand standards.

Requirements:

• Experience of managing or leading team leaders (Minimum 4 years of documented experience as a people manager)
• Mandatory background & experience in airline/travel refunds with hands-on proficiency in GDS and BSP
• Leadership skills - ability to engage and mentor a large team across locations
• Analytical and data driven
• Excellent communication & interperosnal skills
• Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)
• Have skills to manage basic operational metrics such as TATs, SLAs, Losses, Coverage, Shrinkage & Attritions
• Have clarity and understanding of managing procedural metrics like ADMs, Losses, Mishandlings and refund delays.
• Advocate to company values
• Adapting well to change and complexity

Ready to take off from day #1

Thorough On Boarding Process

We are building a stellar onboarding adventure just for you, spanning your first 120 days, including access to learning resources, Q&A sessions with our CEO and a buddy program.

Competitive Benefits

We pay fairly and align compensation with your role's impact on the company. Referral bonus, pension and insurances are also applicable, with some variations across our locations.

Wellbeing & Community

In order to be the best version of you every day, you need an environment that provides for your wellbeing. From breakfast & good coffee to start your day to healthcare, employee assistance plans and team bonding events we've got you covered!

Opportunities for Development

You will find extensive learning opportunities, team training and workshops connected to your role as well as guidance from renown leaders, all provided in a fast pace environment with flat hierarchies.

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.