Job Description

Director of Emergency Customer Care
Voted in the Top 20 Great Places to Work, we make it our priority to keep our people feeling their best — with fun perks, strong benefits, and a real commitment to providing a work/life balance.
We’re proud to have created an environment where our people can share their incredible passion for travel and global cultures while making sure every client receives top-notch service and the best experience possible.
As a company who places great value on equal opportunity, our goal is to make sure we continue to empower the careers, aspirations, and ambitions of our people.
Requirements:
Proficiency in Sabre GDS is required.
Disciplined
Proven past record with strong systems
Good communicator
Passion to drive the business
Ability to find solutions and outside of box thinker
Ability to delegate
Great business sense
Well organized and detail oriented
Knowledge of Travel Operations required
Flexible
Responsibilities:
Providing vision and focus for your teams
Coaching and developing Team Leaders to achieve goals and improve skills
Identifying and developing potential future leaders.
Monitoring teams’ performance of SLAs
Monitoring trends and patterns and team performance to identify problem areas and act for continuous improvement
Maintaining effective relationships and communications with clients, vendors and internal support departments.
Implementing and evaluating all new processes and procedures
Managing the overall day-to-day operations of Emergency Travel department, including scheduling of teams
Monitoring all lines of communication to ensure best practices are implemented
Coordinating with team leaders to ensure that all bookings are processed accurately
Ensure that there is on-going training for team members where needed
Other Requirements:
Occasional travel may be required.
Must be able to professionally (verbally and in writing comprehend instructions, interpret documents, and apply abstract principles to a wide range of complex tasks.
Ability to understand the meanings of words and effectively respond, analyze information, and draft reports, comprehend complex issues, and communicate effectively to diverse groups.
Must be able to communicate effectively and) as appropriate for the needs of the audience.
You’ll need to bring:
Demonstrated leadership capability
Excellent communication skills
The ability to manage change
Drive, determination, and focus
100% belief in and commitment to the FCTG systems and philosophies
Self-awareness
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year

Any offer of employment in the USA that would require you to attend an office location or company event is contingent upon providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
#LI-REMOTE
Location – Remote, USA 
The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
This position may be performed remotely anywhere within the United States except the State of Colorado
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 at careers@us.flightcentre.com