Global Support Lead
FCTG’s global engineering capability is responsible for delivering technology solutions that create efficiency and enhanced effectiveness for both our people and our corporate customers.
We are seeking an experienced support leader for our Global Support team. You will be responsible for developing, coaching and leading a team that oversees our profile management systems, APIs, and our data reporting platform.
As the Global Support team manager, you have a background in leading a service/engineering teams providing support for software products and solutions, working with data analytics, and web based software (front end and back end/APIs). The position requires a problem-solving attitude with an ability to motivate your team to achieve ambitious goals.
In this role, you will work closely with our Global Chief Technology, Core Services to continually support the global organization and continuously work on improving the quality of service provided to our internal clients and ultimately our customers.
Responsibilities:
Reporting to the Global Head of Support, Core Services, the successful applicant will:
Act as a Business Partner to Corporate Senior Leadership globally
Provide functional, technical, and process guidance and coaching to the team (~5FTE).
Prioritize tickets/requests and handle escalations from global stakeholders.
Cultivate a data driven approach that will identify deviation from our SLAs early and drives continuous improvement and process and tooling innovation.
Drive the vision, design, and implementation of the support processes.
Architect and establish highly efficient support processes and tool integration.
Requirements:
Hire, mentor and direct the support team; develop growth and cross-training opportunities.
Continuously develop and foster a “high performing” team with a customer-first mindset a drive to continuously improve and innovate
Champion cross-functional and cross-divisional learning.
Review, advise and implement talent management strategies.
Proven track record of developing strategy and vision for a support or engineering organization, successfully played the role of change agent.
Set and measure OKRs in alignment with the CTO
Optimize support proposal through well-tuned service levels and finding opportunities for self-service and automation.
Identify opportunities for creating synergies across brands and regions to build a more consistent, reliable, and efficient support model.
In-depth understanding of service management frameworks and best practices.
History of building data and metrics based service models.
3-5 years in a support role in a technology services / software development environment, with 2+ years leadership experience.
Demonstrated organizational, leadership, analytical, and decision-making skills.
Basic level knowledge of Azure DevOps. Solid SQL knowledge; ability to run queries, analyse stored procedures, etc. Power BI or similar BI stack is a plus
Experience with support ticketing tools such as Zendesk and SalesForce.
Technical degree from a leading university desired.
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
RRSP with matching
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
#LI-REMOTELocation – Remote, Canada
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
Travel is booming once again, and our roles are being filled quicker than a nonstop from London to New York. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our 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 diversification of our society. Flight Centre Travel Group is committed to providing a barrier-free pathway throughout our recruitment selection process. If you require accommodation because of a disability at any stage of our hiring process, please let us know in advance by contacting our Recruitment Team at fccareers@flightcentre.ca