About the Opportunity
Join Supply Operations as a ProHub Solutions Specialist and become the escalation expert supporting consultants, advisors, travel managers, and stakeholders across Flight Centre Travel Group brands.
In this highly specialised role, you'll resolve complex travel, ticketing, fulfilment, and operational issues while enhancing consultant capability and promoting self-service solutions.
You'll play a critical role in ensuring exceptional customer outcomes, operational consistency, and quality assurance across both offshore support providers and emerging AI-supported solutions.
If you thrive on solving challenging problems, influencing outcomes, and delivering operational excellence, this is an opportunity to make a significant impact.
What you will do:
Manage complex second-level escalations that extend beyond first-contact resolution
Resolve advanced booking maintenance, air, ticketing, fulfilment, and travel system enquiries
Support post-departure risk situations requiring expert judgement and intervention
Provide interpretation and guidance on business policies, procedures, and operational processes
Deliver expert troubleshooting, root cause analysis, and strategic risk mitigation solutions
Manage supplier relationships to secure complex waivers, favours, and resolution outcomes
Handle conflicts, disputes,



and customer issues requiring advanced problem-solving skills
Maintain knowledge library accuracy and support continuous knowledge sharing across the business
Provide quality assurance oversight and support for offshore service providers
Review, validate, and provide feedback on AI-generated responses to improve accuracy and effectiveness
Build strong relationships with internal stakeholders, suppliers, offshore partners, and vendors to drive positive business outcomes
What you will need:
Minimum 3 years' experience within the travel industry
Leadership experience is preferred
Robust understanding of Leisure, Corporate and/or Independent travel systems
Strong fares and ticketing knowledge
Multi-GDS experience is highly regarded
Advanced problem-solving, troubleshooting, and root cause analysis skills
Proven ability to manage competing priorities in a fast-paced environment
Solid stakeholder management and relationship-building capability
Excellent verbal and written communication skills
Experience working with operational support functions, escalations, or service excellence teams is advantageous
** Please advise your leader before applying **
Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.

📌 Prohub Solutions Specialist (Queensland)
🏢 Flight Centre Travel Group
📍 Queensland