FCM – Technical Implementation Manager – Remote, Canada

FCM – Technical Implementation Manager – Remote, Canada

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Established in June 2004, FCM has been named World’s Best Travel Management Company for eight years running at the World Travel Awards.

To learn more about FCM please click HERE

About The Opportunity

This is a highly visible role and requires a mix of excellent technical, communication, presentation and customer support skills. You must be detail and result oriented, organized, resourceful and able to work autonomously. The ability to multi-task in a fast-paced customer-service focused environment is key. You are ideas driven and open to carrying out innovative new methods to gain speed in implementations through automation and process efficiencies.

Key Responsibilities

• Providing 3rd level support via our internal ticketing system to resolve issues regarding our internal profile management system (client portal) and online booking tools
• Manage tickets and meet predetermined SLAs in line with KPIs
• Update knowledge base articles where relevant based on content of support tickets
• Leading/managing/auditing online booking tool implementations and customer experience from kick off to launch and post go live support
• Meeting and exceeding predetermined implementation timelines
• Designing and documenting training materials for booking tools and linked technology
• Heading up project work for the region – identifying project requirements, communicating with key stakeholders and managing process to achieve goal.
• Assisting with training of sales and account management team with online implementation process
• Keeping up to date with new developments of our own technology and ever-changing online booking tool functionality
• Ensuring the service agreement between our company and the client is delivered in every interaction and in a way that ensures total client satisfaction and client retention

Experience & Qualifications

• Minimum 6 years in implementing Concur – technical and client interaction skills
• Or Minimum 3 year in implementing DEEM– technical and client interaction skills
• Or Minimum 3 year in implementing Cytric– technical and client interaction skills
• Minimum 5 years in an online customer support role
• Basic understanding of Web Services and XML
• Excellent verbal and written communication skills
• Training experience
• Proven leadership through project management
• Experience in working with robotics and automation of processes
• Formal Project Management experience
• Knowledge of ADKAR methods of change management
• Sabre GDS experience

Work Perks! – What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering – You’ll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
• Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
• Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
• DEI education
• Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising
• Office Environmental Program
• Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
• 1 Volunteer Day per Calendar Year

Benefits Include:

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

Location – Remote, CA

If this sounds like the opportunity you have been waiting for then APPLY NOW.

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

This position may be performed remotely anywhere within Canada in accordance with the company’s Remote and Flexible Work Policy except for the province of PEI

For this position, we anticipate offering an annual salary of $95,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [email protected]

Read Full Description