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Regional Service Operations Leader

2 months ago

Massachusetts, United States Flight Centre Alumni Full time

Regional Service Operations Leader

Flight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to "open up the world for those who want to see". Every day, we give people all around the world the opportunity to experience something really amazing – travel

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

The Regional Service Operations Leader is a customer facing ETS (Enterprise Technology Services) leadership role which partners with key business stakeholders in region to proactively increase customers' experience and satisfaction. The Regional Service Operations Leader has in-depth understanding of the ETS services, and the SLAs as offered in region and maximizes the adoption, optimization, and innovation in these services by liaising with the local business stakeholders and the ETS Global Product Delivery teams. The Regional Service Operations Leader is responsible for the Level 2 / 3 support teams in region.

Key Responsibilities

  • Acting as a local point of contact for all things IT including - Incidents, service requests, consultation, and project requests and direct these requests to the appropriate ETS product teams.
  • Representing the services in region and ensuring SLA for these services are beingmet.
  • Working with the Product Owners and Service Operations teams across ETS to facilitate improvements to fix gaps or enhance services.
  • Actively maintaining a positive relationship with key business customers in region.
  • Acting as a first-level contact for consultation and project requests and redirecting the conversation to the appropriate product team members.
  • Ensure ad-hoc incidents and service requests are being lodged In the ITSM tool for tracking and resolution.
  • Support all ITIL processes carried out within region.
  • Accountable for resolution of tickets as per agreed SLAs
  • Escalation point for regional tickets
  • Responsible for ensuring global ETS Standard Operating Procedures are upheld
  • Provide leadership to the Regional Service Operations Level 2 and Regional Service
  • Operations Level 3 Team Leaders
  • Promotion of ETS Service to the customer base
  • Ensuring local initiatives are being executed successfully within the local region.
  • Provide localized support for implementation of Global Product Team initiatives.
  • Reporting of regional performance to the ETS Leadership team.
  • Engaging with Local SWOT teams and key stakeholders.
  • Act as a community leader for all communications and pastoral care style activities within the local market.

Experience & Qualifications

  • Whilst a formal tertiary qualification is considered highly advantageous, it is not
  • essential.
  • A minimum of five years' experience in a similar role is required.
  • Experience working within a commercial business preferred
  • Broad understanding of Flight Centre's full technology offering
  • Specific understanding of Hardware and PC Support and the Standard Operating
  • Environment (SOE).
  • Highly effective skills in communication and customer service with the ability to network
  • and maintain relationships with other support teams
  • Travel Industry experience would be desirable

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:

  • Paid Time Off *
  • Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
  • 5 Sick Days accrued per year
  • 3 Personal Days
  • 1 Diversity Day
  • 1 Volunteer Day
  • 8 Recognized Holidays
  • Travel perks/discounts
  • Health & Wellness Programs and Employee Financial Wellness Services
  • National/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, long-term and short-term disability
  • Flexible Spending Accounts
  • Employee Assistance Program
  • 401k program with partial match
  • 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

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

#LI-ED1#FCB#LI-Onsite

Location – Boston, MA

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

For this position, we anticipate offering an annual salary of $150,000. 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 Center Travel Group USA'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 an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team