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VP Operations - Cabin Crew

More about the role

Our client is the global leader for crew accommodation solutions, and they are changing the way businesses manage travel. Their technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. Our client’s proprietary technology, mobile solutions and their experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. They are looking for dynamic, creative, and tech savvy individuals to join their team. 

The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Vice President of Operations ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to their valued customers.  

The Vice President of Operations is in charge of the operational delivery of 6+ airlines in the APAC region, in addition to a bullpen that supports additional airlines on demand.

The Vice President of Operations facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has supervisory responsibility for Managers, Supervisors, Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Responsible for overall operational performance
  • Client relationship management, serves as main escalation point
  • Manages strategic initiatives based on business needs and contractual requirement of each client. Continuously monitors Key Performance Indicators to ensure excellent service.
  • Leads the managers and supervisors to resolve operational issues and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
  • Provides guidance to Operations Center personnel during regular and irregular operations (IROPs).
  • Leads strategy for contingency planning during operational disruptions.
  • Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
  • Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
  • Coach and mentor Operations team members.
  • Maintain open communication with other Operations Vertical Leads and VP of Client Delivery during shift on overall operational status, potential concerns and system functionality.

Culture Insight

The culture is friendly, supportive, honest and hardworking and will be best served by a leader who has a “can-do” attitude with a focus on delivering outcomes and providing exceptional customer care through their people. The business is informal and relaxed yet serious about customer service and totally committed to the customer experience.  Everyone rolls up their sleeves to deliver the best outcomes to the customer and support one another.

About You


  • Excellent client relationship building skills
  • Strong problem solving and analytical skills
  • Results driven
  • Able to multi task and work well under strict deadlines and fast paced environment
  • Skilled at managing processes
  • Ability to positively represent our client in customer facing situations
  • Attention to detail and the ability to produce high quality work is a must
  • Exceptional verbal and written communication skills
  • Knowledge of airline operations and business models a plus
  • Strong computer skills, with an emphasis on Microsoft Office products especially Excel
  • Outstanding relationship management and customer service orientation skills
  • Proven leadership experience, including the ability to lead and motivate a team

Position Type and Expected Hours of Work
Our client supports a 24/7/365 operation. This is a full-time position. Days and hours of work may vary depending on the needs of the business.

The agreement between MetaPeople and the Client.

Metapeople through our MetaRecruit service have an exclusive contractual agreement with The Client which means they will not be working with other recruitment businesses. This means we are their recruitment agents acting on their behalf so we can be more transparent with information. Transparency of information allows you to make an informed choice even before you apply. For applicants that make it to the interview stage you will receive a position description and our unique MetaPeople SuccessMap. The SuccessMap will help you understand what success looks like in the position over a 24-month time horizon.

If you’re looking for a career with an organisation where nothing is impossible, then talk to MetaPeople today about this outstanding opportunity.



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