Job Description
About iCliGo iCliGo is an innovative platform that connects travelers with independent and highly qualified travel consultants. Founded in 2014, this Portuguese multinational has evolved into a technology-driven company dedicated to meeting the needs and dreams of a new generation of travelers and entrepreneurs. We are proud to foster a collaborative and inclusive workplace, where every team member has the opportunity to grow and thrive. About the Role We are looking for a Booking & Operations Manager to join our USA team in Miami. This role is responsible for the end-to-end handling of travel bookings and operational support , with a strong focus on aviation, while also supporting other travel services (e.g., hotels, packages, and ancillary services). The ideal candidate will play a key role in ensuring operational excellence, regulatory compliance (ARC), and high-quality support to both Travel Partners and customers. Key Responsibilities Aviation (Core Focus Area) Create, modify, and issue flight bookings using GDS systems (e.g., Sabre, Amadeus) Issue, reissue, and refund airline tickets in compliance with fare rules Manage PNRs, including seat assignments, SSRs, and fare constructions Handle flight disruptions (IRROPS), including re-accommodation and alternatives Ensure compliance with airline policies and fare conditions General Booking Operations (Full Scope) Manage bookings across multiple travel products, including hotels, packages, and ancillary services Handle inbound tickets and calls from Travel Partners and customers Support booking changes, cancellations, and special requests across all product types Ensure accuracy and completeness of all reservations ⚖ Compliance & ARC Operations Ensure all aviation transactions comply with ARC standards and reporting requirements Maintain proper documentation for ticketing, exchanges, and refunds Support internal processes required to maintain ARC accreditation Collaborate with Finance and Operations on reconciliation and reporting Quality Control & Risk Management Review bookings for pricing errors, inconsistencies, and policy breaches Identify potential fraud or misuse of the platform Ensure adherence to internal SOPs and regulatory requirements Escalate complex or high-risk cases when needed Collaboration & Continuous Improvement Work closely with Customer Support, Product, and Commercial teams Contribute to process improvements and operational scalability Support Travel Partners with guidance on booking processes and best practices Participate in onboarding and training initiatives What We’re Looking For 2–4 years of experience in travel booking, ticketing, or operations (aviation strongly preferred) Hands-on experience with GDS systems (Sabre preferred; Amadeus or Galileo acceptable) Strong understanding of Airline fare rules and ticketing processes IRROPS handling Refunds, exchanges, and reissues On site work regime Benefits Competitive salary based on experience and expertise; 2 extra days of paid leave on top of the mandatory vacation days of your employment location (including your birthday off); Travel perks at net rates.