Manager, Booking Experience

Star Alliance is the world’s largest airline alliance.

The vision of Star Alliance is “to be the leading global alliance for the high-value international traveler and the mission of the organization is “to contribute to the long-term profitability of its members beyond their individual capabilities.” [NK1] The Star Alliance office in Singapore coordinates the global activities of the alliance including managing joint projects on behalf of its 26 member airlines.

Based in Singapore, the Manager, Booking Experience is reporting to the Director, Booking Experience, in the Customer Experience business unit. The Customer Experience business unit consists of Loyalty, Booking Experience, Connections Experience, and Airports Experience. The Booking Experience team focuses on managing products related to ancillary products such as interline seat selection.

In your capacity as Manager Booking Experience at Star Alliance, you will be working in close liaison with other supporting business units, Star Alliance member airlines and external service providers. This role is responsible for leading the development and implementation of travel related digital solutions, particularly focusing on enhancing advance seat reservation during interline journeys. Key responsibilities include strategic product planning, project management, coordination with internal and external stakeholders, and overseeing technical implementations across member airlines. The role demands strong understanding of products and solutions from technology business perspective, leadership in managing product backlogs, ensuring functional and technical feasibility, and maintaining budget and quality control. The ideal candidate will have a proven track record in implementing digital solutions and working with agile methodology, excellent stakeholder management skills, and the ability to build consensus among diverse global teams. This position requires a blend of strategic vision, product ownership, and project management expertise to drive ancillary revenue growth and improve customer experience.

Job Summary

Design, Development and Implementation of interline travel-related services:

• Define business requirements and use cases in close liaison with Star Alliance member carrier experts for a seamless booking experience and ancillary services, in particular for advance seat reservations in interline scenarios.
• Lead the development and implementation of digital solutions.
• Ensure the technical feasibility of projects, from requirements gathering to translating business needs into functional requirements and by coordinating architectural and operational decisions with IT stakeholders.

Project and Product Management:

• Responsible for business case development, budget, project plan and alignment of project objectives with organizational goals.
• Defines and monitors key metrics for product success.
• Develops and maintains a product roadmap in alignment with the annual business plan
• Define strategies for advance seat reservation, new product features, and continuous improvements to existing products and digital services.

Stakeholder and Vendor Coordination:

• Coordinate closely with internal and external stakeholders, including Star Alliance member airlines and third-party vendors, to execute projects and manage lifecycle products effectively.
• Manage and cooperate with Star Alliance member carrier expert groups to discuss business needs and to develop products and services to enhance the customer booking experience
• Work with cross-functional teams to develop and execute product strategy
• Build consensus among globally dispersed and diverse project teams and manage stakeholder communications to address issues, queries, and requests.

Technical Oversight and Product Ownership:

• Define user stories, manage the product backlog according to business priorities, including new features, enhancements, and bug fixes.
• Oversee the technical implementation of solutions as the functional lead in close liaison with IT stakeholders, including user acceptance tests and go-live stages.

Quality Assurance and Business Testing:

• Produce high-quality project deliverables
• Ensure delivered products provide functionality as designed and according to business requirements
• Test and monitor new product enhancements
• Measure member airline’s compliance with alliance standards to ensure a consistent delivery of services and seamless customer experiences related to advance seat reservation and the booking experience.

Your Profile

• A minimum of 5 years work experience ,in the Aviation, Travel or related Industry.
• Experience as a product owner and agile methodology in the context of digital product & services development
• In-depth knowledge of airline operations andprocesses (e.g. booking, reservation, ticketing, ancillary sales).
• General knowledge of airline passenger services systems
• Experience with sales and distribution solutions of airline ancillary services including offer/order related products.
• Ability to analyze and draw insights from data to inform strategic decisions and enhance operational efficiency.
• Excellent communication skills for engaging with various stakeholders, including IT, member airlines, and service providers.
• Experience in managing budgets, developing business cases, and understanding the financial implications of product developments.
• Ability to adapt to changing industry trends and overcome challenges in a dynamic and fast-paced environment.
• Bachelor's degree in a relevant field; an advanced degree or relevant certifications in aviation, business, or technology preferred.
• High level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders

We Offer

• Full-time position based in our Singapore office
• Travel Benefits
• Comprehensive medical & dental benefits

This is a unique opportunity for highly skilled professionals to apply their talent, creativity, and dedication to a global team focused on delivering value to frequent international travelers who travel on our member airlines.

If you believe you are the perfect candidate, then allow us to get to know you and submit your CV to [email protected].