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Senior Product Manager (Customer Engagement)

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time

We are looking for an experienced Product Manager to join our dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out products that deliver the company’s vision and strategy for our Contact Centre of the future to drive best in class customer experiences.

As the Product Manager you’ll be responsible for the product planning and execution throughout the product life cycle, including: gathering and prioritising product and customer requirements, defining the product vision, and working closely with engineering, sales and support operations and marketing to ensure revenue and customer satisfaction goals are met.

At Flight Centre, our vision is to open the world for those who want to see and our Customer Relationship & Insights team is a global area who's mission is to make travel simple and fun.


You’ll be perfect in this role if you can showcase:


  • A deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
  • An intimate knowledge of our product, including its value proposition, key features, user journeys, business goals, and KPIs
  • Experience using best-practice product management methodologies to rapidly research, prototype, test and iterate new features
  • Assisting in the preparation of proposals to develop new solutions and/or operational changes
  • The ability to manage product development using SCRUM methodologies with commercial focus
  • Driving delivery teams from Discovery/Inception through to internal/customer release
  • Facilitation of Agile ceremonies including Story Mapping, Workshops, Retrospectives and stand ups for initiatives
  • Examples of coordinating and collaborating release activities with delivery and operations teams
  • Previous experience in Reporting and Insights from the Contact Centre Ecosystem are captured and aligned to global data structure


We would love to hear from you if you have:


  • 4+ years' work experience as a Product Manager
  • Contact Centre Experience with leading contact centre vendors
  • Experience working in a Global cross-functional team
  • Empathy for the customer experience
  • Expertise in the product or market including specific technical or industry knowledge
  • Demonstrated success using analytics and customer research to inform a critical approach to product decision making
  • Strong technical acumen to think critically and converse with technical architects and developers


(Psst, you’ll get bonus points if you can demonstrate strong leadership skills to effectively guide the development team, a genuine passion to learn from the people around you, and a keen interest in growing within a company long term.)


What’s in it for you?


  • Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane
  • Travel discounts and deals bookable through our internal team of travel agents
  • Discounted financial services
  • Ongoing training and professional development
  • Chance to attend Global conferences (Bali 2023)
  • Paid Parental Leave  
  • Corporate Health Discounts - access exclusive discounts on health insurance plans for you and your family with our partner, BUPA.   
  • We proudly support and advocate responsible travel, positive diversity practices, empowered giving, and conservation of natural resources and sustainability - Yep, our hearts are big, mushy and green.  

Who we are:  

Proud to be part of the Flight Centre family - We do things a little differently around here. We do things the FCTG Way.  Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision makers, travellers and bookers.  

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.    

Across our brand, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals.    

Our spirit of egalitarianism, irreverence and ownership defines the way we behave.  These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way   


FCTG does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method.  If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to FCTG and no fee will be payable


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