Job Description

Global Head of Support
FCTG’s global engineering capability is responsible for delivering technology solutions that create efficiency and enhanced effectiveness for both our people and our corporate customers.  Our Global Head of Support, Core Services, is responsible for delivering industry-best support services to provide the best customer experience and driving the vision for customer support standards and best practices to prepare for the future ahead.
FCTG currently has support teams across products, brands, and geographies.  This leader will develop a support model across the global teams with structure, governance, and tooling. They will develop and lead a globally dispersed group of collaborative, fast-paced professionals that utilize their technical expertise and advanced product knowledge to provide innovative support processes, services, and solutions.
Responsibilities:
Reporting to the Chief Technology Officer, Core Services, the successful applicant will:
Act as a Business Partner to Corporate Senior Leadership globally
Manage a support organization that covers the entire core services portfolio for all brands in all markets, providing business and technical support to our customers (currently ~20FTE across Salesforce, Profile management / APIs, and in future also Compleat).
Drives the vision, design, and implementation of the support processes, advocating for globalization and standardization of process and tooling.
Build and develop positive relationships with business stakeholders, regional support, and engineering teams to architect and establish highly efficient support processes
Drive process and technology innovation, shaping a state-of-the-art support organization.
Develop and mentor team members
Establish a culture of customer-first, innovation, and collaboration
Oversee team resource allocation
Specify, communicate, and track team and individual OKRs
Apply industry-proven best practices and frameworks Institute to enhance efficiency and customer experience.
Facilitate an insights feedback loop and represent the voice of the
customer towards product and tech stakeholders
Agree upon SLAs with internal & external customers; establish methods and tooling to track and meet SLA targets.
Data driven approach to making data-based decisions on team structure and resource planning,
Initiate and manage major change initiatives to continuously improve performance and service.
Process integration with product and engineering teams, so that incidents can be handed over seamlessly for problem management
Requirements:
Hire, mentor and direct the support team; develop growth and cross-training opportunities. 
Continuously develop and foster a “high performing” team with a customer-first mindset a drive to continuously improve and innovate
Champion cross-functional and cross-divisional learning.
Review, advise and implement talent management strategies.
Proven track record of developing strategy and vision for a support or engineering organization, successfully played the role of change agent.
Set and measure OKRs in alignment with the CTO
Optimize support proposal through well-tuned service levels and finding opportunities for self-service and automation.
Identify opportunities for creating synergies across brands and regions to build a more consistent, reliable, and efficient support model.
In-depth understanding of service management frameworks and best practices.
10+ years in a support role in a technology services / software development environment, with 5+ years experience in leading and creating a world-class support team across multiple time zones and geographies
Experience managing nearshore and offshore resources.
ITIL/ITSM process knowledge and best practices in software and technology support.
Experience in the following technologies/approaches: Salesforce, Cloud (Azure, AWS, GCP), SQL Server, Ticketing tools (such as ServiceNow, Freshdesk, Zendesk), Compleat (nice to have)
Technical degree from a leading university desired. MBA is a plus
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
RRSP with matching
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTELocation – Remote, Canada
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
Travel is booming once again,  and our roles are being filled quicker than a nonstop from London to New York.  We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our promise is to provide an environment with equality of respect, dignity and opportunity for all our employees.  We value an inclusive and supportive workplace which truly reflects the diversification of our society.  Flight Centre Travel Group is committed to providing a barrier-free pathway throughout our recruitment selection process.  If you require accommodation because of a disability at any stage of our hiring process, please let us know in advance by contacting our Recruitment Team at fccareers@flightcentre.ca