Capability Owner - Fulfilment
About the Opportunity
This is a unique role requiring a dynamic individual who is the Subject Matter Expert in fulfilment and the systems supporting it in the Australian business. Sitting in the Flight Centre Travel Group (FCTG) Supply team, you will provide third level support and consultancy to internal and external businesses working and consulting with our consultant support teams, brands, Procurement, PM+E, vendors, and management. You will be responsible for handling third level support escalations and for delivering proactive and preventative support, through understanding key support drivers and levers to improve consultant, support agent and offshore partner knowledge.
As a Capability Owner you will often be involved in complex projects, troubleshooting operational issues with systems or processes and provide guidance on best practices, governance and play a critical role in in ensuring day to day operations are running as effective and efficiently as possible. You are responsible for keeping your finger on the pulse in their field of expertise, with the focus on continuous learning, problem-solving, and innovation to drive operational excellence.
What you will be doing:
- Handle third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented.
- Identify trends opportunities to simplify or streamline operational processes
- Work with Supply Business Improvement Managers to assist in creating and validating processes to enhance business productivity through automation and offshoring
- Engage with stakeholders to identify and communicate business risks and opportunities
- Liaise with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources.
- Complete testing, communications, and deployment of fulfilment solutions and or content and quantify any impacts to people, process, or systems
- Develop and manage knowledge articles in conjunction with internal stakeholders
- Provide expertise for upskilling of Support & Offshore team members to consistently improve the delivery of consultant support and training
- Expert of fulfilment- across all brands and accounting for their unique requirements
- Manage and maintain multi-level relationships both Internal and external relationships with key business stakeholders across Suppliers, Corporate, Leisure and Supply
Hours: The business hours are Monday to Friday from 8:30 am to 5:30 pm – plus some reasonable outside of standard office hours to service global business partners
Location: The role can be based in all AU/NZ locations with FCTG HQ's.
What you will need:
- Minimum of 5 years travel industry experience is essential
- 3+ years’ experience in ticketing
- 1-2+ years leadership experience
- Experience working with GDS systems (multi GDS knowledge desirable)
- Comprehensive knowledge in ticketing workflows
- Experience with content and air distribution
- Experience in a process design, implementation and/or delivery role
- Experience in business analysis and/or project management
What you will enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minorities and people with disability, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Embrace the famous Flight Centre culture at our Reward & Recognition events throughout the year including our most popular events on the calendar Global Gathering and EOFY Celebration (Bangkok in 2026!)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship.
