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. A specialist in ticketing, refunds and BSP processes, 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 in regards to ticketing, refunds, ADMS and ACMs 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:

• Unique Culture:  you will be employed by an inclusive company that takes pride in their employees and 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
• We love to travel:  generous discounts, including family and friends, on flights, hotels, tours, cruises, car hire, attractions, travel insurance and more 
• Development:  individualised continuous Learning & Development pathway options
• Exclusive Staff Discounts:  accessible via our employee-only myRewards portal, with 400+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan, head office gym and EOT facilities, and much more
• Balance:  flexible working arrangements available
• Brightness of Future:  career opportunities in a network of brands and businesses across the globe - we prefer to promote from within  
• Corporate Health Discounts:  access exclusive discounts on health insurance plans for you and your family with our partner, BUPA
• Mental Health:  support, mindfulness activities and Employee Assistance Program for staff and family
• Social:  regular awards nights, social team-building and industry events, with the opportunity to attend the annual Global Gathering (Los Angeles in 2025) 
• Pride:  reconciliation, diversity and inclusion practices - a Corporate Social Responsibility program supporting the environment and nominated charities through workplace giving, paid volunteer leave and fundraising through the Flight Centre Foundation
• Sustainability:  the protection of our environment is essential to the future of tourism, so as a leading global travel group, we have made efforts to affect positive change