Job description

About the Role As the Senior Analyst – Business Operations (Flights), you will drive operational excellence, scalability, and automation across our flight fulfillment ecosystem. Positioned at the intersection of Operations, Product, and Engineering, you will transform day-to-day operational challenges into streamlined, automated workflows. This role requires a deep understanding of the end-to-end ticketing and post-booking lifecycle. You will own the analytical framework that identifies inefficiencies, identify functional solutions, and supports the rollout of automation initiatives to reduce errors, prevent revenue leakage, and maximize processing speed. What You’ll Do Process Optimisation & Automation Support Identify and assess automation opportunities in flight operations workflows specifically targeting ticketing queues, manual reissues, and refunds to identify and prioritise accordingly. Work with Product and Engineering teams to translate operational bottlenecks into clear, actionable technical requirements. Monitor automation effectiveness and provide data-driven recommendations. Operational Troubleshooting & Analysis Lead investigations into recurring fulfillment issues, manual GDS/NDC exceptions, and refund discrepancies to improve automated processing. Analyze data to identify patterns, root causes, and potential solutions. Support operational initiatives and efficiency projects aimed at reducing manual work. Troubleshoot escalated issues within operations, identifying root causes and implementing solutions. Stakeholder Collaboration Act as a subject matter expert for ticketing and post booking workflows within the flights domain. Partner closely with Service Delivery and Vendor teams to gather insights and feedback. Communicate clearly across technical and non-technical teams. Documentation & Training Own the creation and maintenance of SOPs, process maps and modules to build technical capabilities and domain knowledge across the wider operations team. What You’ll Bring 3–5 years of domain experience in travel operations, ideally within a TMC, OTA, or airline environment. Hands-on experience with NDC & GDS systems Deep practical knowledge of the ticketing lifecycle, including reissues, exchanges, voiding, refunds and fare rules Strong analytical mindset, with experience in process improvement or automation projects. Ability to translate operational needs into technical requirements. Excellent communication, stakeholder management, and problem-solving skills. Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application. Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here . Your decision to do so will not affect how your candidacy is evaluated. Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

Requirements

Must-haves

What You’ll Do
Process Optimisation & Automation Support
Identify and assess automation opportunities in flight operations workflows specifically targeting ticketing queues, manual reissues, and refunds to identify and prioritise accordingly.
Work with Product and Engineering teams to translate operational bottlenecks into clear, actionable technical requirements.
Monitor automation effectiveness and provide data-driven recommendations.
Operational Troubleshooting & Analysis
Lead investigations into recurring fulfillment issues, manual GDS/NDC exceptions, and refund discrepancies to improve automated processing.
Analyze data to identify patterns, root causes, and potential solutions.
Support operational initiatives and efficiency projects aimed at reducing manual work.
Troubleshoot escalated issues within operations, identifying root causes and implementing solutions.
Stakeholder Collaboration
Act as a subject matter expert for ticketing and post booking workflows within the flights domain.
Partner closely with Service Delivery and Vendor teams to gather insights and feedback.
Communicate clearly across technical and non-technical teams.
Documentation & Training
Own the creation and maintenance of SOPs, process maps and modules to build technical capabilities and domain knowledge across the wider operations team.
What You’ll Bring
3–5 years of domain experience in travel operations, ideally within a TMC, OTA, or airline environment.
Hands-on experience with NDC & GDS systems
Deep practical knowledge of the ticketing lifecycle, including reissues, exchanges, voiding, refunds and fare rules
Strong analytical mindset, with experience in process improvement or automation projects.
Ability to translate operational needs into technical requirements.
Excellent communication, stakeholder management, and problem-solving skills.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick