Team Lead - Product Operations

About Tripstack

Founded in Toronto, Canada in 2016, Tripstack has been part of Etraveli Group since 2019. It is a B2B Flights as a Service provider and a world leader in virtual interlining.

Operating from offices in Canada, India, and Poland, Tripstack is the gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payments, fraud prevention, pricing, and customer support. As a world leader in virtual interlining technology, Tripstack connects non-partner, low-cost and full-service carriers, enabling the creation of unique and flexible itineraries through a simple, cost-effective API.

Its technology ingest over 30B price points and handles over 240 million searches daily.

Through partnerships with airlines, OTAs, and other distribution channels across the globe, Tripstack expands networks, drives new revenue streams, and offers more choice at competitive prices, all backed by robust technology and traveler protection.

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Position Summary

The Product Team Lead is responsible for leading the operational excellence of airline API connectivity by ensuring stable, reliable, and high-performing integrations across our global travel platform. This role owns production operations, incident management, operational monitoring, SLA and KPI governance, and continuous improvement initiatives to minimize customer impact and maximize system performance.

The successful candidate will lead a team of Product Operations Analysts while partnering closely with Product Managers, Engineering teams, Customer Support, and external airline partners to proactively identify risks, resolve production issues, and drive operational excellence. This role requires strong leadership, analytical thinking, stakeholder management, and experience within the travel technology or airline ecosystem.

Job Responsibilities

• Own end-to-end operational performance of Airline API connections, ensuring system stability, SLA adherence, and production health monitoring.

• Lead incident management and deep-dive investigations, driving structured RCA, resolution tracking, and prevention of recurring production issues.

• Define and monitor operational KPIs (uptime, latency, booking failures, API errors, conversion impact) and proactively flag portfolio risks.

• Standardize dashboards, reporting, and alerting frameworks, ensuring real-time visibility for Product, Engineering, and Support teams.

• Act as primary operational escalation point for airline-related issues, coordinating across Engineering, Product Owners, and external airline partners.

• Optimize operational processes and documentation, creating SOPs for integrations, monitoring, release validation, and issue handling.

• Lead and mentor the Product Operations Analysts, ensuring structured workflows, workload prioritization, and continuous performance improvement.

Job Requirements

• 6–10 years of experience in Product Operations, Technical Operations, Production Support, Application Support, or Service Delivery, with at least 2 years in a leadership role.

• Mandatory Airline Domain Experience

• Proven experience in managing production incidents, driving Root Cause Analysis (RCA), and implementing preventive actions.

• Experience monitoring operational KPIs such as system uptime, API performance, booking success rates, latency, and error trends.

• Hands-on experience working with API-based integrations, within the travel, airline or OTA industry.

• Experience collaborating with cross-functional teams, including Product, Engineering, Customer Support, and external business partners.

• Demonstrated experience in process improvement, operational governance, dashboard creation, reporting, and SOP development.

• Prior experience leading and mentoring teams while managing priorities in a fast-paced operational environment.

Additional Experience That Would Be Considered An Asset

• Strong understanding of API integrations and production support environments.

• Knowledge of incident management, problem management, and operational monitoring processes.

• Experience with monitoring and reporting tools such as Grafana, Kibana, Splunk, Datadog, or similar platforms is preferred.

• Proficiency in Jira, Confluence, Excel, and reporting/dashboard tools.

• Ability to analyze operational data, identify trends, and recommend improvements.

• Excellent stakeholder management and cross-functional collaboration skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Excellent verbal and written communication skills.

Benefits

We offer an opportunity to work with a young, dynamic, and a growing team composed of high-caliber professionals. We value professionalism and promote a culture where individuals are encouraged to do more and be more. If you feel you share our passion for excellence, and growth, then look no further. We have an ambitious mission, and we need a world-class team to make it a reality. Upgrade to a First Class team!

At Tripstack, we proudly believe in embracing diversity. This is true for our team, clients, communities and stakeholders. We are an equal opportunity employer and committed to creating a safe, healthy and accessible environment. We encourage applications regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other grounds protected by law. Please let us know if you need any accommodations during any part of the recruitment process.

Tripstack thanks all applicants for their interest, however only those selected to continue in the process will be contacted.

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