Manager Baggage Community System Platform

About the team you are joining This role can be based either in GVA or MAD offices. The Ground Operations team leads the global development, implementation, and adoption of IATA’s baggage standards, digital solutions, and operational best practices. Our work enables safe, efficient, and interoperable baggage processes across the aviation ecosystem, with a strong focus on modernization, data-driven performance, and seamless messaging between airlines, airports, and service providers. We support the industry through standards such, baggage journey, and emerging digital baggage service initiatives. The team brings together aviation experts in operations, technology, and data exchange, with a shared mission to enhance baggage performance and customer experience through innovation and collaboration. What your day would be like As Manager, Baggage Community System Platform, you will oversee the administration, onboarding, and operational support of IATA’s Baggage Community System platform and its messaging ecosystem. You will ensure high‑quality user experience, reliable performance, and smooth integration between industry stakeholders and the baggage messaging environment. You will work closely with airlines, airports, ground handlers, IT vendors, and IATA internal teams to enable adoption, troubleshoot issues, improve data quality, and support the evolution of the platform. This role blends stakeholder support, access management, light technical troubleshooting, and platform enhancement coordination. Reporting to Senior Manager Baggage Automation you will be responsible for: Platform and User Management Administer and support the Baggage Community System Platform, including user onboarding, access provisioning, permissions, and account lifecycle management. Provide front‑line support to airlines, handlers, and airports on connectivity, access issues, platform features, and operational inquiries. Troubleshoot and coordinate escalation with BCS System provider when needed. Maintain platform documentation, onboarding guides, technical instructions, and FAQs to support user adoption. Monitor platform performance, user activity, and message flow for anomalies or improvement opportunities. Technical Coordination and Continuous Improvement Work with internal IT teams, external vendors, and product managers to define enhancements, report bugs, validate fixes, and test new features. Contribute to the development and refinement of baggage data standards, including RP1755 and related XML schemas (if required). Support integration projects with Salesforce Service Cloud (case management, knowledge base, customer records), when applicable. Track and report platform KPIs, user adoption, and operational performance trends.