Technical Implementation Manager - Remote, US

About this role

Technical Implementation Manager
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
Technology continues to transform the corporate travel industry, and this role is at the forefront of that evolution. As a Technical Implementation Manager, you'll lead the technical delivery of online booking solutions that power exceptional client experiences across FCM. Working closely with internal teams, partners, and customers, you'll oversee implementations from kickoff through launch while driving process improvements, automation, and innovation. This is an exciting opportunity for a technically skilled, customer-focused professional who enjoys solving complex challenges and making a measurable impact.
Key Responsibilities

• Lead the technical implementation of online booking tools (OBTs), including customer profile configuration, policy setup, system configuration, testing, launch, and post go-live support

• Apply 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 within Wrike

• Manage multiple onboarding projects while meeting or exceeding implementation timelines

• Support User Acceptance Testing (UAT) 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 proactively plan solutions

• Identify opportunities for automation and process efficiencies to improve implementation speed and quality

• Deliver exceptional 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 OBT issues

• Manage support tickets and consistently achieve SLA and KPI targets

• Collaborate effectively with internal and external stakeholders to ensure successful project outcomes

• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

• Other duties and tasks as assigned

Experience & Qualifications

• Minimum 5 years' experience implementing Concur, including technical configuration and client-facing responsibilities

• Or minimum 3 years' experience implementing Deem, including technical configuration and client-facing responsibilities

• Or minimum 3 years' experience implementing Cytric, including technical configuration and client-facing responsibilities

• Direct experience implementing or supporting FCM Booking is highly valued

• Minimum 5 years' 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 working with robotics, automation, and process improvement initiatives

• Sabre GDS experience preferred

• Strong organizational skills with the ability to manage multiple priorities

• Detail-oriented, resourceful, and capable of working autonomously in a fast-paced environment

• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

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.

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Have fun:At the heart of everything we do at Flight Centre is a desire to have fun.

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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!

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Use your smarts:Our people use their quick thinking, expertise, and tenacity to always figure things out.

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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.

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Personal connections:We are a big business founded on personal relationships.

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Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.

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A career, not a job:We offer genuine opportunities for people to grow and evolve

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We back our people…