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FCM - Customer Support Global Process Leader- Remote, USA

  • Virtual, Arkansas, United States
  • Massachusetts, United States
  • FCM
  • Full time

Customer Support Global Process Leader

FCM Travel is a global travel management company with substantial growth plans looking for someone who succeeds in a dynamic, fast-paced, high-energy, high-motivation environment.

Due to growth, we have an excellent opportunity for an experienced Customer Support Global Process Leader. 

The Customer Support Global Process Lead is the SME responsible for driving a consistent process across all realms of Customer Support.

This role is a new and critical addition to the FCM business, with the customer experience being integral to FCM’s retention and growth strategies.

The successful applicant comes with a strong background in business process improvement and experience in process improvement methodologies (Six Sigma DMAIC, Lean) and will be empowered to design and drive the global One Best Way standardization of processes, systems and platforms used by FCM’s Regional Support teams that support customer facing products and services, including:

  • FCM Platform
  • OBT (Concur & Cytric)
  • HUB
  • Approve Plus
  • Clientbank / Reporting

The role will have two reporting lines – into the Global Corporate Support Leader to ensure harmonization with broader FCTG Corporate strategy, and into the FCM Global Head of Operations to gain close proximity to key stakeholder groups within the FCM brand (both internal and external).

Accountabilities

  • Identify the gaps and improvement opportunities across the Customer Support Process
  • Design a global standard workflow for all Customer Support teams to adhere to
  • Work with Regional Support Leaders and key stakeholders to ensure buy-in on process changes and improvements
  • Document any new business processes related to root cause fixes and ensure alignment across stakeholder groups
  • Document and project ROI, efficiency gains and CSAT improvement in relation to improved process
  • Able to work and collaborate with teams to ensure new processes and standards are executed within each location/market/region
  • Oversee and deliver improvement for all tactical and strategic activities, construct and communicate a roadmap of incremental improvements of processes and platforms
  • Work with markets to improve adoption of new processes and standards
  • Continue to identify areas of improvement for Customer Support
  • Advocate for ongoing functional evolution from an internal and external perspective, and work with leaders to build business cases
  • Document business cases for further investment as and where required
  • Line up wider FCM strategic objectives with Customer Support initiatives

Competencies

  • Fosters open communication and information sharing
  • Listens actively and seeks to understand
  • Builds effective relationships and can tailor communication to audience
  • Presents ideas and concepts logically
  • Can simplify complex technical information and make it digestible for business leaders and decision makers
    • Comfortable with FCM Corporate Technology products and systems – Agentport, Clientbank
    • Sound knowledge of GDS principles (Sabre & Amadeus)
    • Understands how to specify, read, and interpret raw data reports, and draw effective conclusions with root cause hypothesis
    • Understands key business drivers for the area and contributes to successWorks with a ‘kaizen’ (focus on continuous improvement) mindset
    • Can identify root cause issues and think beyond tactical solutions / band-aid fixes to solve deeper problems
    • Will deliver iterative improvements to processes vs seeking perfection
    • Focused on continuous, ongoing improvement opportunities within the business
    • Able to embrace and lead people through change
    • Adept at running and overseeing large internal projects and initiatives across wide stakeholder groups
    • Lean, Six Sigma or DMAIC qualified (desired)
    • Takes ownership for successes and failures
    • Demonstrates a belief in FCTG philosophies and values
    • Exhibits a passion for their business and company
    • Encourages a sense of enjoyment in the workplace
    • Identifies and understands issues, problems and opportunities
    • Compares data from different sources to draw conclusions
    • Takes actions that are consistent with available facts, constraints, and probable consequences

Benefits Include:

  • Generous remuneration structure
  • Travel perks/discounts, Health & Wellness Programs and Employee Financial Wellness Services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits include vision, medical, and dental
  • Employee Assistance Program
  • 401K program
  • Employee Share Plan
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
    • Employee giving program
    • Annual Charity Trip
    • Office Environmental Program
    • 1 Volunteer Day per Calendar Year
  •  

If this sounds like the opportunity you have been waiting for and you would like to be part of our award-winning culture then APPLY NOW.

Travel is booming once again,  and our roles are being filled quicker than a nonstop from London to New York.  We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

#LI-REMOTE
Location – Remote, USA

This position may be performed remotely anywhere within the United States except the State of Colorado

** Please advise your leader prior to applying **

Flight Centre will follow all state and federal guidelines relating to vaccine mandates in the workforce. In addition, customer-facing roles (such as account management) and those that require travel between US States or across international borders will require the employee to be fully vaccinated

FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact careers@us.flightcentre.com if you need any assistance.

Apply Now

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