Accounting Operations Team Lead

Job Summary:

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.

Job Responsibilities:

• 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.

Job Requirements:

• 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.

What We Offer You:

• Highly competitive compensation plan.
• $34 - $40 per hour determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking (NYSE: VIK) is a global leader in experiential travel with a fleet of more than 100 ships, exploring 21 rivers, five oceans and all seven continents. Designed for curious travelers with interests in science, history, culture and cuisine, Chairman and CEO Torstein Hagen often says Viking offers experiences For The Thinking Person™. Viking has more than 450 awards to its name, including being rated #1 for Rivers and #1 for Oceans five years in a row by Condé Nast Traveler in the 2025 Readers’ Choice Awards. Viking is also rated a “World’s Best” by Travel + Leisure—no other travel company has simultaneously received such honors by both publications.