Travel Operations & Training Specialist (GDS)

Travel Operations & Training Specialist 📍 London (Hybrid – 2 days in Shoreditch) ⏰ Must be able to work UK business hours (with some flexibility on shifts) Make travel effortless with us. Travel should be exciting, not stressful. Yet over 4 billion passengers every year rely on tech that hasn’t kept up. At Duffel, we’re rebuilding the systems that power travel — simplifying workflows and building tools that make the future of travel effortless. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re growing fast — and we’re looking for people who want to make a real impact. About the role The Travel Ops team is at the heart of keeping bookings smooth. From voluntary passenger changes to airline-initiated updates, we make sure travellers get great service. You’ll train, coach, and support the team while helping to improve processes and workflows, building a Travel Operations function that scales as we grow. What you’ll be doing • Deliver in-person and virtual training sessions: onboarding, upskilling, refresher courses • Turn policies, workflows, system updates, and supplier info into clear, engaging training content • Communicate performance expectations to leadership and agents • Develop, maintain, and improve training materials for all Travel Ops processes • Support daily queue work as needed • Help hire and onboard new agents • Iterate operational processes based on data, metrics, and feedback What we’re looking for • 3+ years in airline or travel agency ticketing (exchanges, refunds, reissues, EMDs, name corrections, etc.) • Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); NDC knowledge is a plus • 2+ years designing engaging training content: presentations, job aids, knowledge base materials • 2+ years facilitating training (in-person and virtual) • Strong operational process experience and ability to iterate using data • Excellent cross-cultural communication skills • Self-starter with strong prioritisation, proactivity, and ability to meet deadlines independently • Adaptable, customer-first mindset; comfortable in a fast-changing environment • Willingness to travel domestically and internationally Bonus points if you have Experience leveraging AI or automation to improve workflows Previous work in customer support or operations teams Everyone who joins Duffel owns a share of the company. Your work matters, and your voice will be heard. We’re an equal opportunities employer — we hire for skill and potential, not background. If you can solve problems, build amazing things, and care about making travel better, we want you here.