Job Description

 
We are looking for an experienced Product Owner to take the global Fight Centre Help Centre to a new altitude (pun intended) in helping our customers find answers to their questions. You have a passion for delivering outstanding customer support through HelpCentre and Chat. You will be working closely with a diverse range of stakeholders across online, retail, sales, marketing and more to build a continuous product roadmap.
The product owner lives and breaths the product and is responsible for working closely with content writers, customer support and engineering teams to maximise the value and delivery of multiple initiatives.
At Flight Centre we embrace new experiences, seize all opportunities and empower all our people to find their Brightness of Future.  We offer genuine opportunities for our people to grow and evolve.
 
This is what you’ll sign up for:
 
Be an expert in your domain, live and breathe the Global Online Help Centre product, advocating the customers voice
Be an advocate for improving the customer support experience through the Global Online Help Centre
Provide and manage the Global Online Help Centre
Manage customer feedback and consolidate content to ensure it meets the
customer needs
Actively participate in the product discovery activities which help shape delivery
Contributes to the wider strategic vision and roadmap.
Manages the product backlog, including prioritisation, grooming and defect management
Gather and document business and technical requirements
Constructs and prioritizes delivery processes to ensure that the development team is clear on what to work on next
Work collaboratively with the product manager and product team to identify a minimum viable product
Key role in agile software development, including estimations, planning, user story acceptance and release activities
Communicates the voice of the customer to the development team
Support the implementation of initiatives with cross-functional teams
Ensure a quality product by working closely with team members throughout delivery
 
You’ll earn brownie points with:
 
Sound Salesforce Helpdesk, Community Cloud and Service Cloud experience
Ideally, 2+ years’ experience with managing agile product development
Experience building and using dashboards to monitor and illustrate how the HelpCentre is solving customer problems
Examples of performing duties independently under general, minimal supervision within specific assignments
A customer support background
Aviation/ Travel experience
 
Let’s skip to the good part…
 
Flexible work environment, WFH or our global head office at South Bank
Travel discounts and deals bookable through our internal team of travel agents, Travelwise 
Discounted financial and health services through our Moneywise and Healthwise businesses
Access to our 24/7 gym
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Monthly awards nights, social team building events, and opportunity to attend global conference (Bali 2023)
 
We do things a little differently…We do things a little differently around here. We do things the FCTG Way.
We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.
If you think you have FCTG DNA, reach out today.