Travel Operations Specialist - Content

About the Opportunity

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.

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.

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.

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.

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.

What you will be doing:

• 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
• Proactively identify trends and identify opportunities to simplify or streamline operational processes
• Work with Supply Business Improvement Managers in creating and validating processes to enhance business productivity through automation, artificial intelligence and offshoring
• Manage and support automation tools including robotic process automation and chatbots, ensuring maximum effectiveness and uptake across content operations
• Stay current with emerging artificial intelligence and automation developments relevant to content load and optimisation, and proactively identify opportunities to apply new capabilities
• Engage with stakeholders to identify and communicate business risks and opportunities
• Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resource
• Complete Testing, communications and deployment of fulfilment solutions and/or content and quantify any impacts to people, processes or systems 
• Development and management of knowledge articles in conjunction with internal stakeholders utilising artificial intelligence tools to support documentation, consistency and accessibility where appropriate
• Providing expertise for upskilling of Support and Offshore team members to consistently improve the delivery of consultant support and training
• Expert of content and optimisation across all brands and accounting for their unique requirements
• Manage and maintain multi-level relationships both internal and external relationships with key business stakeholders across suppliers, Corporate, Leisure and Supply

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

Location: The role can be based in all AU/NZ locations with FCTG HQ's

What you will need:

Essential

• Minimum of 3+ years' travel industry experience
• Experience working with GDS systems, including ticketing
• Demonstrated problem solving and root cause identification skills
• Exceptional communication and stakeholder engagement skills

Added Advantage

• 1-2 years' leadership experience
• Experience in content load, revenue optimisation and Air distribution
• Multi GDS knowledge
• Experience in business analysis or project management
• Experience in process design and implementation / delivery roles
• Experience working with automation tools, robotic process automation or artificial intelligence applications
• Experience working with offshore partners

** Please advise your leader before applying **

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.