Operations & Product Manager (Luggage & Cargo Solutions)

Responsibilities

Operations & Implementation

• Design, document, and continuously optimize end-to-end operational processes for both luggage and cargo services.
• Collaborate closely with airport handling agents, GSSAs, and logistics partners for real-time execution of service flows.
• Develop and enforce SOPs for onboarding airport partners, courier agents, and third-party logistics providers.
• Coordinate operational readiness and response protocols in lost baggage and delayed cargo scenarios.

Product & Process Ownership

• Act as the liaison between operations, IT, and marketing to align the product roadmap with operational feasibility.
• Oversee and test new features of the Always Found app and Sensos tracker integration.
• Provide structured feedback from operations to support UI/UX improvements and platform upgrades.
• Translate operational issues into actionable requirements for the development team.

Customer Success Enablement

• Define internal escalation flows and ensure 24/7 customer service teams are equipped with troubleshooting SOPs.
• Support onboarding and training for strategic partners (e.g., airlines, insurance providers, OTAs).

Market Expansion

• Support rollout in key launch hubs (initially Europe and the Middle East), including recruitment, training, and vendor onboarding.
• Work with Business Development to identify and prepare new airport or GSA partners.
• Represent as subject-matter expert at trade shows, demos, and client briefings.

Requirements

• Proven experience in ground handling operations, with deep knowledge of both passenger baggage and cargo logistics.
• Background with an airline, ground handler, or cargo terminal operator (highly preferred).
• Strong understanding of baggage tracing systems (e.g., WorldTracer), cargo tracking, and terminal workflows.
• Excellent command of English (written and verbal); additional languages are a plus.
• Experience preparing process documentation (SOPs, playbooks) and onboarding guides.
• Comfortable working cross-functionally in a startup-like, fast-paced environment.
• Highly organized, hands-on, with strong problem-solving skills.
• Open to relocation or frequent travel to Cyprus, Dubai, or partner sites.

Preferred Qualifications

• Experience working with tech-enabled operations or IoT solutions.
• Familiarity with PIR (Property Irregularity Report) filing processes and lost luggage protocols.
• Knowledge of IATA Resolution 753 and modern baggage messaging protocols.

About the Company

Welcome to brainforce, where expertise meets dedication. With over 20 years of experience in People and Culture, we specialize in providing recruitment services, ensuring the perfect match for both candidates and companies. We help our clients align their recruitment efforts with their organization’s culture by leveraging our expertise, resources, and networks to find candidates who meet both technical and cultural requirements.

At brainforce, we are committed to building lasting relationships based on trust, transparency, and mutual success. Our mission is to connect top talent with outstanding opportunities, fostering growth and excellence in every partnership we create. We add value through deep industry knowledge, innovative recruitment strategies, and a personalized approach.