[Hiring] Director of Emergency Customer Care @Flight Centre

Role Description

The Director of Emergency Customer Care (ECC) leads FCM’s after-hours and emergency travel operations, ensuring exceptional support when corporate travelers need it most. This senior leadership role sets the strategic direction for a high-impact, fast-paced operation spanning nights, weekends, and holidays. You’ll shape service excellence, develop future leaders, and drive operational performance during critical moments. If you thrive under pressure and lead with empathy, accountability, and purpose, this role offers the chance to make a meaningful difference every day.

Key Responsibilities

• Provide strategic leadership and define the long-term vision for the ECC function
• Align ECC operations with organizational strategy to enhance client satisfaction, traveler safety, and efficiency
• Champion a culture of high performance, accountability, service excellence, and continuous improvement
• Lead, coach, and develop ECC Team Leaders to manage high-performing teams
• Identify and develop high-potential talent and future leaders within ECC
• Ensure targeted, ongoing training across Sabre GDS, fares, crisis handling, and client-specific requirements
• Foster a collaborative, supportive, and inclusive team culture
• Oversee after-hours operations including overnights, weekends, and holidays
• Monitor SLAs, KPIs, call volumes, and quality metrics, driving continuous improvement
• Ensure accuracy and compliance across booking, ticketing, exchanges, fares, and PNR management
• Act as senior escalation point during disruptions, crises, or complex client issues
• Partner with clients, operational leaders, and internal stakeholders to ensure aligned communication
• Implement and refine ECC processes, SOPs, and workflows
• Collaborate with technology and product teams to improve systems, tools, and reporting
• Analyze data to identify trends, risks, and improvement opportunities
• Ensure compliance with FCTG policies, client requirements, airline rules, and regulatory standards
• Support budgeting, workforce planning, forecasting, and business continuity planning
• Contribute to new client implementations and emergency support design
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Qualifications

• Post-secondary education in business, travel, tourism, management, operations, or related field
• 7–10+ years’ experience in corporate travel operations
• 3–5+ years’ leadership experience managing large or multi-level teams
• Expert-level Sabre GDS experience, including complex international fares and ticketing
• Proven ability to coach and develop leaders
• Strong written and verbal communication skills
• High emotional intelligence and composure in time-sensitive situations
• Strong analytical, problem-solving, and decision-making skills
• Experience leading after-hours or emergency operations (preferred)
• Experience leading teams through change or transformation (preferred)
• 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

Benefits

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually.
• 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