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Air Content Capability Owner

3 months ago

Victoria, Australia Flight Centre Alumni Full time

About the Opportunity

This is a unique role requiring a dynamic individual who is a subject matter expert in all things AIR.

The Capability Owner is a specialist in their field, providing support to internal and external businesses. They are responsible for handling second 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.

They are responsible for keeping their finger on the pulse in their field of expertise and will have a passion for researching, analysing, coordinating, designing, developing and delivering resources and training plans combined with extensive knowledge of our systems, products and processes.

As the subject matter expert, they will hold both internal and external relationships across a range of businesses, including offshore teams, ProHub and other support experts, and both leisure and corporate consultants.  

This role can be based in any city in Australia or New Zealand with a Flight Centre head office.

 

What you will be doing:

  • Handling second level support escalations through a variety of channels
  • Supplier policy interpretation / clarification
  • Trend identification, research into and surfacing of opportunities across offshore, ProHub Experts and leisure and corporate
  • Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources
  • Development and management of ProHub knowledge articles in conjunction with internal stakeholders
  • Upskilling of ProHub and Offshore team members to consistently improve the delivery of consultant support
  • Internal relationships with key business stakeholders
  • External relationships with key stakeholders in line with business strategy

 

Hours: Support of 7 day trade in line with brand operational requirements

 

What you will need:

  • 3 to 5+ years travel industry experience with a development focus
  • 1 to 2+ years leadership experience
  • 5+ years experience in a Ticketing or Air Product role
  • Relevant qualification in training and assessment
  • Experience in analysis, business process design or communications roles 
  • Facilitation experience
  • Advanced product and system knowledge including multi- GDS (SAB, AMA, TP)
  • Ability to handle multiple tasks at any given time 
  • Exceptional communication skills – utilising a wide range of channels
  • Ability to work to deadlines
  • Self-driven and demonstrates strong collaboration skills
  • Ability to navigate and explain complex situations

 

** Please notify your leader before applying **