Flight Operations Agent

Nuitée

Barcelona, SpainOn-siteCompetitiveAdded 1 month ago

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Nuitée

·Barcelona, Spain

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Flight Operations Agent

Nuitée

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About the company

At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API-first infrastructure-think "Stripe for Travel."

By enabling seamless connectivity between hotels, OTAs, fintechs, super-apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology.

With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Expedia, Priceline, Google, and Uber.

Now backed by leading VCs and world-class investors including leaders from Booking.com, Stripe, and Shopify, Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting-edge APIs.

Nuitée is at the forefront of a revolution-delivering AI-powered, smarter, and more personalized travel experiences for a new era.

Job Description

We are looking for a mid to senior Flight Operations Agent (FOA) to join our growing flight operations function.

As a Flight Operations Agent at Nuitée, you will be responsible for manual ticket servicing and execution across our flight suppliers (Sabre, Travelport, ATLAS), including voluntary changes, involuntary re-accommodation, refunds, and complex pricing scenarios.

You will act as the final execution authority for post-ticket actions and will operate in an environment where Nuitée owns the ADM risk. This requires strong airline knowledge, disciplined judgment, and the ability to balance commercial outcomes with audit defensibility.

You will work closely with L1 Support, Product, Engineering, Supply, and Finance to ensure flight servicing is accurate, scalable, and aligned with Nuitée's risk policies.

Job Requirements

5-8+ years of experience in flight operations, ticketing, or post-booking servicing
Hands-on experience executing ticket changes, reissues, and refunds via:
- Sabre
- Travelport
- LCC platforms
Strong understanding of:
- fare rules
- voluntary vs involuntary changes
- airline waivers
- audit and ADM mechanics
Experience operating as agency of record (own IATA or host/shared PCC)
Comfortable making judgment calls where rules allow but risk may not justify execution
Able to work in API-driven, high-volume B2B or B2B2C environments
Calm, precise, and disciplined under pressure
Strong written communication skills for explaining decisions to internal teams and partners
Experience working with ticketing, financial, and case-management systems (e.g. Zendesk, backoffice tools)

Job Responsibilities

Flight Servicing & Execution

Execute manual servicing actions including:
- voluntary ticket changes
- refunds
- name corrections
- involuntary re-accommodation
Perform accurate pricing and repricing using Sabre, Travelport, and ATLAS
Ensure all executions comply with fare rules, airline policies, and Nuitée servicing guidelines

Risk & Audit Ownership

Assess whether changes are:
- allowed by fare rules
- defensible in an airline audit
- within Nuitée's accepted ADM risk envelope
Make independent decisions to approve or reject servicing requests based on risk
Document execution rationale clearly for audit and post-mortem purposes
Support ADM investigations and responses in collaboration with Ops and Finance

Cross-Functional Collaboration

Receive escalated cases from L1 Support via Zendesk
Provide clear, structured outcomes back to Customer-facing teams
Work with Product and Engineering to identify:
- tooling gaps
- automation opportunities
- systemic failure patterns
Provide feedback to Supply on airline behavior, waiver patterns, and risk exposure

Operational Excellence

Maintain high accuracy and consistency in execution
Follow and help evolve Nuitée's servicing allowlists and risk policies
Contribute to playbooks, SOPs, and internal training materials
Act as a reference point for less experienced FOAs as the team scales

Why Nuitee?

At Nuitée, we're not just reimagining travel-we're building the infrastructure to power it.

Massive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée's API-first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale.
World-Class Backing: Backed by Accel and visionary leaders across tech and travel-including Booking.com, Stripe, and Shopify-we're equipped to scale our ambition globally.
Bootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup.
Global Impact: Our infrastructure supports partners like Hopper, Google, and Uber and enables banks, fintechs, super-apps, and non-travel businesses to offer travel solutions for the first time.
AI-Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era-enabling seamless, intelligent, and hyper-personalized travel interactions.

By joining Nuitée, you'll be part of a team that's building a category-defining platform. You'll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you're excited to push boundaries, redefine a multi-trillion-dollar industry, and grow with us-Nuitée is the place for you.