About the role

Routespring runs crew travel operations for airlines. Our flagship account, a fast-growing US airline, has grown to the point where it needs one person whose whole job is keeping the program tight. You will own the operating rhythm of the account: weekly client calls, the shared task board, the reporting program, and follow-through on every commitment we make. The role reports to the CEO and works daily with our support/ops lead, product lead, and engineering team in India, plus the client's crew services team in the US.

We are a small company. This is a doing role, not a delegating role.

What you will own

- The account operating cadence: weekly update and support calls, agendas, minutes, and turning decisions into tracked tasks with owners and dates.

- The shared ClickUp board with the client. It is the single source of truth: nothing slips, nothing goes stale, no surprises on either side.

- The reporting program: monthly travel metrics, SLA reporting, reconciliation reports. Coordinate what product builds vs what ops produces manually, and get deliverables out on the dates we committed.

- Escalations: booking issues, refund and credit discrepancies, hotel rate problems. Chase each one to a real answer, document the fix, close the loop with the client.

- Rollouts of new workflows to the account: internal readiness before anything goes live - support briefed, help articles ready, client-side testers set up.

What we need

- 6-10 years managing complex programs for large enterprise customers. You have personally owned a high-visibility external account involving multiple stakeholders, internal teams, dependencies, deadlines, and service commitments.

- Significant experience with US-based clients. You have owned accounts headquartered in the US and know how to run the relationship across time zones - this is weighted heavily.

- Strong enterprise-client judgment. You know how to communicate risk early, manage expectations without overpromising, push back professionally, and distinguish a real escalation from routine noise.

- Proven cross-functional program leadership across operations, product, engineering, support, finance, or implementation teams. You can drive people to decisions and closure even when they do not report to you.

- Fast, clean writing. A major part of the role is producing crisp minutes, status reports, escalation summaries, and executive-ready updates.

- Comfort with data. You can validate reports, spot inconsistencies, understand operational metrics, and ask the question before the client does.

- Strong execution discipline. You maintain a reliable source of truth, track commitments to closure, and escalate before deadlines are missed.

- Ability to overlap 3-4 hours with US Eastern mornings, with occasional evening calls.

Experience in airline operations, crew travel, travel management, or SaaS delivery is useful but not required. We will prioritize candidates who have successfully managed large, demanding US-based enterprise customers.

Why this role

This is our template account. As we add more airlines, the person who runs this one well will define how we run all of them.