Overview
Join the E-Commerce Manager – Agency Operations team at Blockskye, a blockchain‑powered travel and entertainment technology company. As the leader of online booking and digital commerce operations, you will combine technology leadership, platform management, and operational oversight in a fast‑paced, global travel environment.
Responsibilities
* Serve as the primary operational technical and functional subject matter expert for corporate online booking tools (OBTs), partnering closely with KAYAK to support the build‑out of their B2B platform and ensuring alignment with Amadeus.
* Gain a deep understanding of client needs, ensuring alignment on functionality, integrations, and workflow.
* Own the process of defining operational needs from the product roadmap, prioritizing enhancements, and assessing the operational impact of OBT changes or limitations.
* Identify and analyze product gaps, prioritize enhancements, and assess the operational impact of OBT changes or limitations.
* Act as the liaison between Blockskye’s operations, clients, and KAYAK’s product/engineering teams to ensure seamless collaboration and execution.
* Maintain active vendor relationships across the OBT landscape to stay ahead of market developments and influence product direction.
Web Services & Integrations
* Analyze and support optimization of web services/API integrations between OBTs, GDSs, NDC channels, and third‑party systems (expense, duty of care, reporting).
* Ensure high performance, accuracy, and reliability of booking data across multiple platforms.
* Collaborate with technology teams to troubleshoot data exchange issues and implement scalable solutions.
* Maintain compliance with travel technology standards (NDC, Edifact, XML/JSON).
Multi‑GDS & Distribution Management
* Manage booking flows across EDIFACT, NDC, and direct supplier APIs.
* Specifically ensure that Amadeus connectivity aligns with KAYAK’s capabilities, while building solutions to support clients leveraging Sabre or Travelport.
* Partner with suppliers, GDSs, and internal operations to optimize content delivery and traveler experience.
Service Support & Operations
* Lead Blockskye’s e‑commerce service support team, ensuring efficient handling of client and traveler inquiries related to online booking.
* Develop support SLAs and KPIs, ensuring consistent high‑quality service.
* Establish escalation protocols for high‑priority client or system issues.
* Collaborate with operations and account management teams to proactively identify and resolve booking tool pain points.
Process Optimization & Innovation
* Design and implement processes to ensure booking flow accuracy, minimal error rates, and consistent system uptime.
* Monitor transaction performance, identifying bottlenecks or systemic issues.
* Lead initiatives to incorporate emerging e‑commerce capabilities, including personalization, mobile optimization, and AI‑driven recommendations.
* Develop dashboards and reporting for internal and client stakeholders on booking performance and system reliability.
* Act as the bridge between technology, operations, and client services on all e‑commerce‑related initiatives.
* Represent Blockskye in vendor and partner discussions regarding OBTs, GDS, and online booking strategy.
* Mentor and develop team members in the support and operations group.
* Partner with leadership on broader strategic initiatives, including global e‑commerce scalability.
Requirements
* 10+ years of experience in travel technology, with a focus on online booking and digital commerce.
* Deep expertise with OBTs functionality.
* Strong knowledge of multi‑source environments (GDS, Directs) and distribution flows.
* Hands‑on experience working with Amadeus, ideally in connection with an OBT or similar consumer‑facing B2B platforms.
* Experience with web services/API integrations (SOAP/REST, XML/JSON).
* Familiarity with NDC, Edifact, and direct supplier APIs.
* Proven leadership in managing service support teams within a TMC or travel technology provider.
* Strong troubleshooting, problem‑solving, and stakeholder management skills.
* Excellent written and verbal communication skills with both technical and client‑facing audiences.
* Excellent communication, interpersonal, and presentation skills.
* Comfortable managing complex projects independently, across distributed teams.
* Proficiency in Google Workspace (Docs, Sheets, Slides, etc.) preferred.
Why Join Us?
At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward‑thinking company that values collaboration, integrity, operational excellence, and strategic leadership.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
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