BACKEND AIR OPERATIONS COORDINATOR
Job Type: Full Time
Location: Hybrid/Remote
Reporting to: Backend Air Operations Coordinator Supervisor
Job purpose:
The Backend Air Operations Coordinator ensures the smooth operation and support of Goway’s global air travel systems, including GDS platforms, back-office tools, and proprietary software. This role is responsible for maintaining airline contracts, managing system integrations, resolving technical issues, and supporting global teams across North America, India, and Manila. Key tasks include system maintenance, troubleshooting, schedule change management, ARC/BSP reconciliation, and process improvement. The coordinator plays a vital role in enhancing operational efficiency, accuracy, and the overall customer experience in line with Goway’s standards.
What will be your key responsibilities?
1. Responsible for all operations related, but not limited to 3rd party GDS systems (Profiles, new users, GDS Scripts, new software, EOS bridging, web services API’s loading IRs, and queue maintenance)
2. Responsible for maintaining, enhancing, and improving, but not limited to TravCom/Midoco/IQCX back office system(s).
3. Responsible for contract (airline) loading within GoApp, and ensure GoApp Air contracts are up to date, and relevant; reach out to airlines if necessary.
4. Handling, and solving TBX, Ivector Air related bug reporting.
5. Support Air staff in India, North America, and Manila with any reported software issues.
6. Assist with improving overall policies & procedures (Air Afterhours, ticketing, and online B2B & B2C channels)
7. Ensure SLA’s are up to date and accurate for business requirements.
8. Responsible for maintaining, enhancing, and improving GDS and or 3rd party robotic systems; reported any failed SLA’s to any/all sales channel reporting managers (worldwide). Remark files prior to removing.
9. Assist in implementation of new technologies; improve efficiency of operations.
10. Troubleshoot any reservation issues and provide solutions where possible, including supplier issues.
11. Manage schedule change queue for Air only B2B & B2C channels, make sure PNR’s are placed daily into staffs personal schedule change queue (Spot check daily in staffs personal queue to ensure completion)
12. Assist with testing, training, and launch of new software systems.
13. Providing guidance for Goway accounts dept. on file adjustments, outstanding balances, or fielding clarification questions
Responsible for handling all tasks, including reconciliation, processing refunds, debit/credit memos etc. in ARC/BSP systems.
Responsible for handling all tasks, including reconciliation, processing refunds, debit/credit memos etc. in ARC/BSP systems.
Handling Debit/Credit memos in Tbox/Ivector/Travcom/Midoco systems
Dealing with customers/airlines for any chargebacks.
14. Develop and recognize the need for a backup person for your current role
Back up trainer for training Amadeus/TravelPort/Sabre as required.
15. Provide route specific competitive information when requested
Ensure daily verification check on all Goway GDS office ID’s for airline private fare loading (report if necessary).
16. Work shifts as required ( Holidays/Weekends, Onboarding, Demo’s, and project meetings)
What are we looking for?
Superior problem solving skills
Strong GDS working knowledge
Prior customer onboarding experience.
Experience dealing with GDS’s and backend account software.
Process driven
Strong time management skills
Works well within multi team dynamics
Ability to identify quick wins
Comfortable with fail fast initiatives
Highly details, with strong note taking abilities
Excellent verbal & written communication skills
Understand fare construction using net, published, and private fares within GoApp, GDS, and 3rd party software
Comfortable with self navigation of end/end software testing.
Prioritize Urgent Tasks
What can you expect from Goway?
Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:
We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.
How to Apply:
If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.
Recruitment scams & fraud warning:
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.
About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com
