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Fulfilment Optimisation Manager

  • New South Wales, NSW, Australia
  • Queensland, QLD, Australia
  • South Australia, SA, Australia
  • Victoria, VIC, Australia
  • Western Australia, WA, Australia

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  • Flight Centre Travel Group
  • Full time
  • Remote

About the Opportunity

This role will be the Subject Matter Expert in fulfilment optimisation and the systems supporting it in the Australian business.

This role will sit in the Global Supply team and provide support to internal and external businesses. It is responsible for driving an increase in productivity and efficiencies to the business through ticketing automation and robotics, 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.

This role will have the ability to articulate current state, determine future state requirements and identify key impacts in consultation with other parts of the business and through collaboration with key stake holders.


What you will be doing:

  • Maintain a detailed understanding of FCTG fulfilment systems, their relationship with booking systems and users, and business impacts of any changes
  • Handling third level support escalations through a variety of channels, including any support cases raise to you ensuring issues are fully understood and clearly documented
  • Proactively identify fulfilment automation trends and identify opportunities to simplify or streamline
  • Work with Supply Business Improvement Managers as the Fulfilment Optimisation Capability Owner 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
  • Articulate fulfilment automation and deal load requirements and limitations to the business, including the ‘why’ for change or continuation of current systems and/or processes
  • Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources
  • Testing, communications and deployment of fulfilment solution releases and impacts around the integration with current FCTG deals
  • Deal management including testing and maintenance of deals
  • Development and management of knowledge articles in conjunction with internal stakeholders
  • Providing expertise for upskilling of Support and Offshore team members to consistently improve the delivery of consultant support and training
  • Expert of fulfilment (deal load) technical configuration – 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


What you will need:


  • Minimum of 5 years travel industry experience
  • Experience working with GDS systems
  • Comprehensive knowledge in ticketing workflows
  • 1-2 years leadership experience

Added Advantage

  • Experience with deal management and air distribution
  • Multi GDS Knowledge
  • SONIC experience
  • Experience in analysis or business
  • Experience in process design and Implementation / delivery roles
  • Facilitation experience

The business hours are Monday to Friday from 8:30 am to 5:30 pm plus 7 day trade in line with operational requirements.

The team is based in Brisbane HQ with flexible/interstate HQ options available.

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