FCM - Existing Customer Migration Manager - Chicago, IL

Flight Centre•Illinois, IL

1d•$84,000 - $85,000•Onsite

About The Position

FCM is seeking an Existing Customer Migration Manager to join its Onboarding team. The role leads end-to-end customer booking-tool migration projects, from project kick-off through go-live and post-migration support. The manager combines project leadership with hands-on technical implementation to help customers transition from partner online booking tools to FCM Booking. This highly visible position works independently, manages concurrent projects, and collaborates across implementation, technology, onboarding, training, and account management teams. It supports customer satisfaction, retention, and operational success across North America, while contributing to process improvements and delivering a seamless, low-disruption migration experience.

Requirements

At least 2 years of experience as an Implementation Manager, Technical Implementation Manager, or in a similar role.
Direct experience implementing or supporting FCM Booking and/or online booking tools such as Concur, Deem, or Cytric.
Strong understanding of implementation and migration processes, including risk and timeline management.
Basic understanding of web services and XML for troubleshooting integrations and technical issues.
Ability to work autonomously and manage multiple projects with minimal supervision.
Excellent verbal and written communication skills, including experience engaging stakeholders and customers.
Experience with project management and project-tracking tools, including Wrike or similar platforms.
Strong organizational, analytical, and problem-solving skills.

Nice To Haves

Formal project management certification.
Sabre GDS experience.
Experience with process automation or robotics in implementation or migration environments.

Responsibilities

Manage the full migration lifecycle from project kick-off through go-live and post-migration support.
Build, maintain, and manage migration timelines and project status using project management tools such as Wrike.
Identify, communicate, and escalate project risks using the DEFCON risk methodology.
Coordinate migration documentation, including Source of Truth documents, migration plans, UAT documentation, and sign-offs.
Partner with Account Managers to support effective communication and customer engagement throughout migrations.
Manage multiple concurrent migration projects and prioritize competing demands.
Lead the technical migration of customer configurations, profiles, and policy settings from partner online booking tools to FCM Booking.
Troubleshoot data, integration, and configuration issues using knowledge of web services and XML.
Facilitate and support user acceptance testing and customer training.
Stay current on FCM Booking enhancements and partner online booking tool functionality to address migration impacts proactively.
Identify and implement opportunities to improve migration-process efficiency, automation, and scalability.
Deliver a seamless, low-disruption migration experience for existing customers.
Gather customer feedback and contribute to continuous improvement of migration methodologies and documentation.
Collaborate with implementation, technology, onboarding, training, and account management teams to achieve successful outcomes.
Contribute to a safe, inclusive, and accessible work environment where employees feel welcomed, respected, and supported.
Perform other duties and tasks as assigned.

Benefits

Paid time off, including up to 15 vacation days, 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually; vacation days increase to 20 after 2 years of employment.
Travel perks and discounts.
Health and wellness programs and employee financial wellness services.
National and international award nights and conferences.
Health benefits including medical, dental, vision, gender-affirming care, and fertility care.
Insurance including hospital indemnity, AD&D, critical illness, and long- and short-term disability.
Flexible Spending Accounts.
Employee Assistance Program.
401(k) program with partial match.
Tuition reimbursement program.
Employee Share Plan with the ability to purchase company stock on the Australian Stock Exchange with partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
One paid Volunteer Day per calendar year.
Diversity Day paid leave to observe a holiday or cultural celebration of the employee’s choice.
Professional and personal development support and career growth opportunities.