Corporate Traveller - OSM Team Leader - Vancouver, Canada

Flight Centre

9d•Onsite

About The Position

Corporate Traveller is one of Flight Centre Travel Group’s (FCTG) most successful brands, globally. 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 provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. For decades, we’ve been helping go-getter businesses grow through travel. Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented. As Team Leader, Onboarding Success, you’ll play a pivotal role in shaping how our clients experience their journey with us from day one. Leading a team of Onboarding Success Managers (OSMs), you’ll balance hands-on client ownership with people leadership, coaching, and process innovation. This role is ideal for a customer‑centric leader who thrives on developing teams, driving adoption, and building scalable onboarding excellence.

Requirements

2+ years’ experience in Customer Success or a related field (essential)
Travel industry knowledge (essential)
Proven leadership capability with experience coaching and supporting team members
Familiarity with technology platforms including Salesforce, Outreach, Gong, and Microsoft tools
Strong communication, empathy, and active listening skills
Ability to multitask, prioritise effectively, and adapt in a growing, evolving team

Nice To Haves

Degree or equivalent qualification (preferred)

Responsibilities

Lead, coach, and support a team of Onboarding Success Managers to drive consistent, high‑quality client launches
Maintain your own portfolio of onboarding clients while ensuring team performance and effectiveness
Assign accounts across the team to balance workloads and client needs
Conduct monthly 1:1s and provide ongoing feedback, coaching, and development support
Facilitate weekly team meetings and regular check‑ins with the Director
Monitor individual and team KPIs, identifying trends, risks, and opportunities for improvement
Drive continuous innovation and improvement of onboarding processes to remain client‑centric and scalable
Collaborate closely with Sales to ensure accurate documentation of client needs, features, and pain points
Act as a primary escalation point for client issues when required
Advocate for team needs and remove barriers to performance and efficiency
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Benefits

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: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including 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: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.
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