Senior Technical Product Manager (Customer Engagement) South Bank, QLD

Senior Technical Product Manager (Customer Engagement) South Bank, QLD

Apply now Job no: 521666AR

Brand: Product and Technology

Work type: Full time

Location: Queensland

Categories: Information & Technology

Hello, Hej, 你好, Salut!

At Flight Centre Travel Group (FCTG) 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 amazing - travel!

As the Technical Product Manager you'll ensure that technical platforms meet customer and business needs. In this role you will partner with business stakeholders to describe technical capabilities and identify gaps, and work closely with cross-functional delivery teams to develop roadmaps that support current and future business needs.

If you have a Customer-centric mindset with the ability to gather insights to inform product decisions, and would like to part of our PM&E (Product Management & Enginering) Leisure area, driving technical direction, please apply!

Day to day:

• Define product vision and work closely with product, engineering, design, and marketing teams

• Spearhead the roll-out and success of our global contact centre within a CRM ecosystem

• Support the Integration of customer interaction channels (telephony, digital, bots)

• Collaborate with global cross-functional teams for seamless integration with Genesys Contact Centre

• Support and prioritize product and customer requirements

• Align engagement tools with company strategy and OKRs

• Drive product adoption and enhance customer experience

You'll be perfect for the role if you have:

• 6+ years professional experience in a technical product management role or similar

• A bachelor's degree or demonstrated equivalent experience

• Familiarity with agile methodologies and Atlassian tools (Confluence, Jira Product Discovery, Jira Software) or similar

• Ability to manage product life cycles and drive product strategy and execution

• Customer-centric mindset with the ability to gather insights to inform product decisions

• Excellent leadership and communication skills for guiding teams and collaborating with stakeholders

• Proven ability to influence stakeholders and drive alignment across teams.

• Strong experience in product management, especially in customer service and CRM

• In-depth knowledge of CRM and Genesys Contact Centre tools with experience integrating them a plus

• Strong analytical and problem-solving skills for assessing market needs and translating them into product requirements

Office hours: Standard, however may require outside of hours due to Global nature of the role

What you'll enjoy

• Tick destinations off your bucket list with our discounts on travel and accommodation.

• Employee Share Scheme through Equate Plus.

• Access to in-house financial and health services, and internal 24/7 gym.

• Receive ongoing training and professional development through the Flight Centre Landing.

• Preference for internal progression through Brightness of Future: Employees have the right to see a clear pathway to achieving career ambitions.

• Global career opportunities in a network of brands and businesses at your fingertips.

• Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs.

• Various social events to promote networking, the celebration of wins, and sometimes just for fun! (Global Gathering 2024 - Portugal).

We value you

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

Who we are

Since our beginning, our vision has always been to open up the world for those who want to see.

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.

Irreverence. Ownership. Egalitarianism.

#LI-KC1 #LI-Hybrid

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