Commercial Technology Team Leader

As a Commercial Technology Team Leader, you will lead and develop a team of Commercial Technology Specialists, ensuring the successful onboarding, integration, optimisation, and support of clients and suppliers connected to the WebBeds platform. You will combine strong technical expertise with leadership capability to guide the team, manage key projects, and drive operational excellence. 

You will act as the bridge between Commercial, Technology, Connectivity, Product, Operations, and external partners, driving business growth, improving operational efficiency, and delivering an exceptional customer experience. 

• Team leadership: lead, mentor, coach, and develop a team of Commercial Technology Specialists, fostering a collaborative, innovative, and customer-focused culture. 

• Performance management: set team objectives, KPIs, and performance expectations aligned with departmental goals, and hold regular performance reviews, career development discussions, and coaching sessions. 

• Resource and workload planning: manage resource allocation, workload prioritisation, and escalation management, and support the recruitment, onboarding, and training of new team members. 

• Client onboarding and integration: oversee the onboarding and integration of new API clients, ensuring successful delivery of connectivity projects including hotel mapping, content synchronisation, booking flow validation, and certification. 

• Connectivity performance: monitor and optimise API performance and integration quality, and drive initiatives that improve onboarding speed, integration quality, and customer satisfaction. 

• Escalation management: act as the senior escalation point for complex integration and production issues, leading root cause investigations for major incidents. 

• Technical expertise: maintain expert-level knowledge of hotel distribution systems, API connectivity, XML and JSON messaging, REST and SOAP APIs, channel managers, CRS and PMS integrations, hotel mapping, content management, and booking lifecycle processes. 

• Cross-team collaboration: work closely with Product, Mapping, and Platform Support teams to resolve defects and improve system performance. 

• Process and documentation: establish and maintain operational procedures, documentation, and knowledge repositories to support consistent service delivery. 

• Service standards and compliance: ensure compliance with internal processes, SLAs, and service standards across all Commercial Technology functions. 

• Minimum 3 to 5 years of experience across application support, commercial technology, connectivity management, technical account management, or travel technology. 

• Minimum 2 to 3 years of people leadership experience managing technical or operational teams. 

• Experience managing API integrations and technology projects, and working with multiple stakeholders across commercial and technical functions. 

• Demonstrated experience leading incident management and process improvement initiatives in a fast-paced, global environment. 

• Experience within travel technology, hospitality technology, OTA, bedbank, hotel distribution, or channel management (preferred). 

• A degree in Information Technology, Computer Science, or Business Information Systems. 

• Proficiency in API integration management, REST and SOAP APIs, XML and JSON, SQL and database querying, incident management, technical troubleshooting, connectivity monitoring, and system integration analysis. 

• Familiarity with Postman, Azure DevOps, Confluence, Power BI, data analytics, and automation tools (preferred). 

• Strong decision making, accountability, problem solving, and conflict resolution skills. 

• A collaborative approach to people development, customer focus, and continuous improvement. 

• Fluent written and verbal English; additional Asian language skills, particularly Mandarin, would be an advantage. 

• Ability to work from 14:00 to 23:00 Jakarta time, including weekends and public holidays on a rotational basis.