Accounting Operations Team Lead

The Accounting Operations Team Lead is responsible for overseeing the daily distribution and completion of balance due and refund assignments, providing training and operational support to the Accounting Operations team, and ensuring work is completed accurately and within established timelines. This position will monitor team workloads, resolve aged or complex booking issues, identify operational trends, and partner with management and other departments to improve processes and support passenger satisfaction.

The Team Lead will also provide day-to-day coaching and guidance to team members while maintaining responsibility for assigned accounting operations activities.

The Accounting Operations Team Lead is responsible for overseeing the daily distribution and completion of balance due and refund assignments, providing training and operational support to the Accounting Operations team, and ensuring work is completed accurately and within established timelines. This position will monitor team workloads, resolve aged or complex booking issues, identify operational trends, and partner with management and other departments to improve processes and support passenger satisfaction.

The Team Lead will also provide day-to-day coaching and guidance to team members while maintaining responsibility for assigned accounting operations activities. This is a hybrid position based in our Woodland Hills, CA office. You will be required to adhere to our hybrid work policy, working from our office Monday and Thursday plus one additional weekday on a weekly basis.

• Coordinate and monitor the daily distribution of balance due, refund, receivable, and related Accounting Operations assignments.
• Support team members by answering questions, providing guidance, and assisting with issue resolution.
• Monitor workloads, aging items, and completion status to ensure assignments are completed accurately and on time.
• Assist with training, onboarding, cross-training, and ongoing development of team members.
• Identify operational trends, volume increases, recurring issues, and process improvement opportunities and communicate recommendations to management.
• Review and resolve complex or escalated booking, balance due, refund, receivable, and payment-processing issues, identify recurring trends, and coordinate resolutions with appropriate internal teams.
• Monitor and manage refund, balance due, receivable, and ARA workflows, ensuring exceptions, aged items, payment issues, and upcoming departure balances are resolved accurately and within established timelines.
• Prepare reports and provide updates regarding team productivity, workflow trends, and operational performance.
• Maintain and update departmental procedures, training materials, and process documentation.
• Partner with internal departments, including Air, Reservations, Customer Relations, Sales, and Reservation Technology, to resolve booking-related questions and issues
• Participate in special projects and perform other duties as assigned.

• 3+ years of experience in accounting operations, receivables, refunds, collections, customer account management, or a related field.
• Previous experience serving as a team lead, trainer, mentor, or subject matter expert.
• Customer service and telephone support experience required.
• Experience preparing customer-focused emails and documenting procedures or training materials.
• Intermediate Microsoft Excel skills, including experience working with spreadsheets and formulas.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Collections experience preferred.
• Experience with reservation, accounting, or payment processing systems preferred.

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