About the Opportunity This is a unique role requiring a dynamic individual who is the Subject Matter Expert in Content Load and Optimisation and the systems supporting it in the Australian business. Sitting in the Flight Centre Travel Group (FCTG) Global Supply team, you will provide third level support and consultancy to internal and external businesses, working and consulting with our consultant support teams, brands, Procurement, PME, 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. You will provide guidance on best practices, governance and play a critical role in in ensuring day-to-day operations are running as effectively and efficiently as possible. You are responsible for keeping your finger on the pulse in your field of expertise, with the focus on continuous learning, problem-solving, and innovation to drive operational excellence. What you will be doing: Handling third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented Proactively identify trends and identify opportunities to simplify or streamline operational processes Work with Supply Business Improvement Managers in creating and validating processes to enhance business productivity through automation and offshoring Engage with stakeholders to identify and communicate business risks and opportunities Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resource Complete Testing, communications and deployment of fulfilment solutions and/or content and quantify any impacts to people, processes or systems 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 content and optimisation 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: Essential Minimum of 5 years' travel industry experience Experience working with GDS systems, including ticketing 1-2 years' leadership experience Added Advantage Experience in content load and Air distribution Multi GDS knowledge Experience in business analysis or project management Experience in process design and implementation / delivery roles Please advise your leader before applying Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship.
