This position reports to: Director, Initiatives and Deployment

Overview: At Atlas Travel & Technology Group, our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way. This is who we are, our culture. 

The Travel Operations & Account Solutions Specialist works within the Implementations department to serve as a centralized operational and technical problem-solver. Sitting at the intersection of Front Office Operations, Account Management, and technology, this role moves beyond ticket routing to diagnose root causes and resolve complex issues directly. Leveraging deep Sabre GDS fluency and corporate travel account acumen, the Specialist resolves high-level agent ticketing escalations, troubleshoots client-specific configurations for Account Managers, and maintains overall workflow integrity. Additionally, this role serves as a secondary backup for User Acceptance Testing (UAT) during major releases and system updates.

Core Responsibilities 

Frontline Agent Escalation & GDS Resolution

• Serve as the primary escalation point for corporate travel agents encountering complex Sabre ticketing issues, exchanges, Phase IVs, refund disputes, debit memo risks, and queue drops.
• Investigate and correct GDS record errors directly rather than passing tickets between departments.
• Provide coaching and clarification to frontline agents when issues stem from workflow misunderstandings or policy misinterpretations.

Account Management Operational Support

• Partner directly with Account Managers to investigate and resolve client-specific operational pain points, including travel policy engine rules, VIP traveler workflows, and custom accounting/billing remark formats.
• Triage and resolve technical support tickets submitted by Account Managers diagnosing root causes.
• Review recurring account issues and recommend configuration or workflow adjustments to Account Managers to prevent repeat service friction.

Root-Cause Analysis & Configuration Maintenance

• Troubleshoot Online Booking Tool (OBT) settings, such as Concur configuration updates, profile sync mismatches, and site rule exceptions.
• Analyze broken records to determine whether an error stems from agent input, an OBT configuration flaw, or mid-office scripting logic.
• Document recurring issues and create concise SOPs or job aids for agents and Account Managers.

Backup Testing & System Release Support

• Serve as a secondary backup for User Acceptance Testing (UAT) during peak development cycles, major Sabre updates, or tool deployments.
• Execute operational test scenarios to verify that bug fixes and new features function properly in real-world agent and account workflows before release.

Skills & Requirements Section

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• 3–5+ years of corporate travel industry experience in Travel Operations, Senior Travel Agent roles, or Account/Ticketing Support required
• Advanced Sabre GDS proficiency with extensive hands-on experience with native Sabre commands, complex exchanges, reissues, queue management, and PNR troubleshooting required
• Demonstrated familiarity with corporate travel account structures, travel policy enforcement, and client service delivery.
• Familiarity with Online Booking Tools (Concur, Emburse, Cytric, Zeno configurations) and support ticket platforms (monday.com, Linear).
• Basic familiarity with User Acceptance Testing (UAT) or system validation is a plus

Key Competencies:

• Root-cause troubleshooter with a natural inclination to investigate why a failure happened and fix the underlying issue
• Cross-functional bridge with the ability to translate complex GDS operational mechanics into clear business context for Account Managers
• Must be proactive and innovative in research and analysis efforts
• Excellent attention to detail, accuracy, prioritization, and deadlines
• Strong verbal, written communication, interpersonal, and organizational skills
• Technical writing skills (preferred)

Core Competencies: 

Core Competencies identify behaviors and skills all employees are expected to demonstrate to carry out the mission and goals of the company

• Initiative and Creativity
• Judgment
• Cooperation / Teamwork 
• Quality of Work
• Reliability 
• Support of Diversity 

PC Skills:
Sabre knowledge and the ability to analyze the workflow of a Sabre record for troubleshooting purposes. Experience with agile development work management tools, preferably with the Atlassian tool suite (Jira and Confluence) is a plus. As well as knowledge of TrustArc workflow documentation for Compliance, Data Protection, or similar is preferred. 

Language Skills: 
Ability to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence and memos. Ability to effectively present information in one-on-one, small group situations to customers, clients and other employees of the organization. 

Physical and Mental Demands: 

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.
• Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
• Requires ability to move about to access file cabinets, office equipment, etc.
• Requires ability to operate a computer, telecommunication devices and other office equipment for prolonged periods of time throughout the workday.
• Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
• Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require the ability to receive detailed information through oral communication, in person or via telephone, and to make fine discriminations in sound.
• Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
• Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.

Travel (for positions requiring travel):

• Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a hybrid remote / office environment.