Job Description
About the Opportunity
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The Travel Operations Specialist – Content is a subject matter expert in content distribution, load optimisation and the systems that support accurate and timely delivery of Air content across the Global Supply team.
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This role provides expert consultancy and third-level escalation support to internal and external stakeholders, including Consultant Support teams, brands, Corporate account managers, offshore partners, Procurement, Technology and management.
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You will be responsible for ensuring that negotiated and published content is distributed accurately, consistently and within a timely manner to support travel bookings and uphold customer satisfaction standards.
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You are someone who embraces the use of artificial intelligence and automation tools to enhance data accuracy, improve content optimisation outcomes and drive operational excellence.
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At all levels, the Travel Operations Specialist - Content contributes to a culture of continuous improvement, revenue optimisation and innovation, with increasing scope, autonomy and influence as seniority grows.
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What you will be doing:
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Handling third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented
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Proactively identify trends and identify opportunities to simplify or streamline operational processes
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Work with Supply Business Improvement Managers in creating and validating processes to enhance business productivity through automation, artificial intelligence and offshoring
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Manage and support automation tools including robotic process automation and chatbots, ensuring maximum effectiveness and uptake across content operations
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Stay current with emerging artificial intelligence and automation developments relevant to content load and optimisation, and proactively identify opportunities to apply new capabilities
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Engage with stakeholders to identify and communicate business risks and opportunities
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Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resource
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Complete Testing,



communications and deployment of fulfilment solutions and/or content and quantify any impacts to people, processes or systems
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Development and management of knowledge articles in conjunction with internal stakeholders utilising artificial intelligence tools to support documentation, consistency and accessibility where appropriate
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Providing expertise for upskilling of Support and Offshore team members to consistently improve the delivery of consultant support and training
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Expert of content and optimisation across all brands and accounting for their unique requirements
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Manage and maintain multi-level relationships both internal and external relationships with key business stakeholders across suppliers, Corporate, Leisure and Supply
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Hours: The business hours are Monday to Friday from 8:30 am to 5:30 pm – plus some reasonable outside of standard office hours to service global business partners
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Location: The role can be based in all AU/NZ locations with FCTG HQ's
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What you will need:
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Essential
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Minimum of 3+ years' travel industry experience
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Experience working with GDS systems, including ticketing
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Demonstrated problem solving and root cause identification skills
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Exceptional communication and stakeholder engagement skills
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Added Advantage
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1-2 years' leadership experience
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Experience in content load, revenue optimisation and Air distribution
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Multi GDS knowledge
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Experience in business analysis or project management
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Experience in process design and implementation / delivery roles
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Experience working with automation tools, robotic process automation or artificial intelligence applications
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Experience working with offshore partners
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What you will enjoy:
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Culture:



you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work Australia Current Zealand Pty Ltd ****
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Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minorities and people with disability, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
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Development: Individualised Learning & Development pathway options
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Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
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Exclusive Staff Discounts: Accessible via our employee-only portal with 500+ of Australia's leading retailers, health and wellness providers, financial planning advice, employee share plan and more
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Travel Discounts: Including family and friends - on flights, hotels, tours, cruises, travel insurance and more
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Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
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Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym, fitness classes and wellness programs, end-of-trip facilities
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Mental Health: Support and Employee Assistance Program for staff and family
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Social: Embrace the famous Flight Centre culture at our industry and Reward & Recognition events throughout the year, including our most popular events on the calendar, the Global High Achievers Gathering (Bangkok in ****) and huge EOFY Celebration
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Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving; volunteering and fundraising; paid parental and volunteer leave
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Sustainability: The protection of our environment is essential to the future of tourism, so as a leading travel group, we have made efforts to affect and maintain positive change to the environment
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Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia/NZ without restriction or requiring visa sponsorship.
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📌 Travel Operations Specialist - Anz (New South Wales)
🏢 Flight Centre Travel Group
📍 New South Wales