About the Opportunity

Join Supply Operations as a ProHub Solutions Specialist and become the escalation expert supporting consultants, advisors, travel managers, and stakeholders across Flight Centre Travel Group brands.

In this highly specialised role, you'll resolve complex travel, ticketing, fulfilment, and operational issues while enhancing consultant capability and promoting self-service solutions.

You'll play a critical role in ensuring exceptional customer outcomes, operational consistency, and quality assurance across both offshore support providers and emerging AI-supported solutions.

If you thrive on solving challenging problems, influencing outcomes, and delivering operational excellence, this is an opportunity to make a significant impact.

What you will do:

• Manage complex second-level escalations that extend beyond first-contact resolution
• Resolve advanced booking maintenance, air, ticketing, fulfilment, and travel system enquiries
• Support post-departure risk situations requiring expert judgement and intervention
• Provide interpretation and guidance on business policies, procedures, and operational processes
• Deliver expert troubleshooting, root cause analysis, and strategic risk mitigation solutions
• Manage supplier relationships to secure complex waivers, favours, and resolution outcomes
• Handle conflicts, disputes, and customer issues requiring advanced problem-solving skills
• Maintain knowledge library accuracy and support continuous knowledge sharing across the business
• Provide quality assurance oversight and support for offshore service providers
• Review, validate, and provide feedback on AI-generated responses to improve accuracy and effectiveness
• Build strong relationships with internal stakeholders, suppliers, offshore partners, and vendors to drive positive business outcomes

What you will need:

• Minimum 3 years' experience within the travel industry
• Leadership experience is preferred
• Strong understanding of Leisure, Corporate and/or Independent travel systems
• Strong fares and ticketing knowledge
• Multi-GDS experience is highly regarded
• Advanced problem-solving, troubleshooting, and root cause analysis skills
• Proven ability to manage competing priorities in a fast-paced environment
• Strong stakeholder management and relationship-building capability
• Excellent verbal and written communication skills
• Experience working with operational support functions, escalations, or service excellence teams is advantageous

** Please advise your leader before applying **

Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.