Technical Implementation Manager - Remote, US

Flight Centre

5d•Remote

About The Position

Flight Centre Travel Group (FCTG) is a global travel retailer and corporate travel manager, serving customers through company-owned businesses and a worldwide network. Its purpose is to “open up the world for those who want to see.” As a Technical Implementation Manager, you will lead technical delivery of online booking solutions for FCM, overseeing implementations from kickoff through launch and post-launch support. You will work with internal teams, partners, and customers while improving implementation processes, automation, and customer outcomes. The position also provides Level 3 technical support for FCM and related booking systems, manages support tickets against service targets, and contributes to an inclusive and accessible work environment. The position is remote in the United States. The anticipated annual base salary is $85,000, with the final amount dependent on relevant factors including experience, geographic location, and job requirements.

Requirements

At least 5 years of experience implementing Concur, including technical configuration and client-facing responsibilities; or at least 3 years implementing Deem with those responsibilities; or at least 3 years implementing Cytric with those responsibilities.
At least 5 years of experience in an online customer support role.
Basic understanding of Web Services and XML.
Strong verbal and written communication skills.
Experience delivering end-user or client training.
Demonstrated project leadership and project management experience.
Experience with robotics, automation, and process improvement initiatives.
Strong organizational skills and ability to manage multiple priorities.
Detail-oriented, resourceful, and able to work autonomously in a fast-paced environment.
Reliable, high-speed internet connectivity to support video conferencing, company-system access, and secure handling of company data.

Nice To Haves

Direct experience implementing or supporting FCM Booking.
Sabre GDS experience.

Responsibilities

Lead technical implementation of online booking tools, including customer profile configuration, policy setup, system configuration, testing, launch, and post-go-live support.
Use knowledge of Web Services and XML to troubleshoot data integrations, system configurations, and technical issues.
Maintain and continuously improve implementation templates and project management workflows in Wrike.
Manage multiple onboarding projects while meeting or exceeding implementation timelines.
Support User Acceptance Testing activities for client onboarding projects.
Lead regional technical projects by gathering requirements, engaging stakeholders, and driving successful outcomes.
Stay current with enhancements and releases across FCM Booking and partner online booking platforms.
Assess implementation impacts of new technology developments and plan solutions proactively.
Identify opportunities for automation and process efficiencies to improve implementation speed and quality.
Deliver customer experiences that support client satisfaction, retention, and long-term partnerships.
Provide Level 3 technical support through internal ticketing systems for Client Portal, FCM Booking, and third-party online booking tool issues.
Manage support tickets and achieve SLA and KPI targets.
Collaborate with internal and external stakeholders to support successful project outcomes.
Contribute to a safe, inclusive, and accessible work environment.
Perform other duties and tasks as assigned.

Benefits

Paid time off package including up to 15 vacation days, increasing to 20 days after two years of employment, 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
Travel perks and discounts.
Health and wellness programs and employee financial wellness services.
National and international award nights and conferences.
Medical, dental, vision, gender-affirming care, and fertility-care benefits.
Insurance including hospital indemnity, AD&D, critical illness, and short- and long-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 Securities Exchange and partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
Diversity Day paid leave to observe a holiday or cultural celebration of the employee’s choice.
One paid Volunteer Day per calendar year.
Professional and personal development support and career growth opportunities.