FCM - Customer Implementation Manager - Remote, USA

CUSTOMER IMPLEMENTATION MANAGER FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses. Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Established in June 2004, FCM has been named World’s Best Travel Management Company for eight years running at the World Travel Awards. To learn more about FCM please click HERE About The Opportunity Join FCM as a Customer Implementation Manager and play a key role in delivering seamless onboarding experiences for national and multi-national clients. This position is at the center of client success, ensuring new customers are successfully implemented, supported, and set up for long-term partnership.

You'll collaborate with internal stakeholders and client teams, manage multiple implementation projects, and help drive exceptional customer outcomes. If you thrive in a fast-paced environment, enjoy project coordination, and are passionate about customer experience, this is an exciting opportunity to make an impact. Key Responsibilities Manage the implementation and onboarding of national and multi-national customers following established implementation processes.

Deliver a consistently high-quality customer experience throughout each project lifecycle. Coordinate and lead implementation calls with internal and external stakeholders. Monitor project timelines and ensure implementations progress according to agreed milestones. Identify, communicate, and escalate project risks using established risk management methodologies. Maintain accurate implementation documentation, Statements of Work, and project records.

Proactively gather and validate information required for successful project delivery. Support regional multi-national client implementations and ongoing online tool adoption. Manage project status updates and timelines through internal project management tools. Ensure compliance with implementation standards, systems, processes, and best practices. Collaborate effectively with colleagues, leadership, and project stakeholders to achieve implementation objectives.

Support User Acceptance Testing (UAT) activities and ensure implementation accuracy. Contribute to continuous improvement through project reviews and customer feedback. Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive. Other duties and tasks as assigned Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive Experience & Qualifications Minimum 2 years' experience with Flight Centre or 2 years' experience as an Implementation Manager or similar role.

Comprehensive understanding of implementation processes. Proven track record of success in previous roles. Strong project coordination and time management skills. Ability to manage multiple projects simultaneously. Exceptional verbal and written communication skills. Strong business acumen and problem-solving abilities. Experience working with customers and stakeholders at multiple organizational levels. Online Booking Tool knowledge preferred.

Flexible and adaptable approach in a changing business environment. Willingness to travel occasionally if required. Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data . Work Perks! - What’s in it for you: FCTG is renowned internationally for having amazing perks and an even better culture.

We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. Have fun: At the heart of everything we do at Flight Centre is a desire to have fun. Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!

Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out. Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service. Personal connections: We are a big business founded on personal relationships. Diversity, Equity & Inclusion : Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.

A career, not a job: We offer genuine opportunities for people to grow and evolve We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development. Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include: Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually. Travel perks/discounts Health & Wellness Programs and Employee Financial Wellness Services National/International Award Nights and Conferences Health benefits including, medical, dental, vision, gender affirming care, and fertility care Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability Flexible Spending Accounts Employee Assistance Program 401k program with partial match Tuition Reimbursement Program Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions Global career opportunities in a network of brands and businesses *Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status.

Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state. Location – Remote, USA If this sounds like the opportunity you have been waiting for then APPLY NOW. Have questions about this opportunity? Reach out to our recruitment team at [email protected] For this position, we anticipate offering an annual salary of $88,000- $90,000.

Base salary is dependent on relevant factors, including experience, geographic location, and job requirements. As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying. Our number one philosophy? Our people. Flight Center Travel Group USA’s 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 diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [email protected] 🌟 GBTA WINiT Top 50 Award Recipients (2018–2025) 💫 CHHR: 5-Star DE&I Employer (2023, 2024, 2026) 🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–2025) 📰 Newsweek: America’s Greatest Workplaces for Diversity (2024) 💛 Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025) ✈️ OutThere Awards: Inclusive Travel Finalist (2025) 🏅 Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025) 🤝 2026 Disability Index®: World’s Top Disability Inclusive Business #LI-SC1#FCM#LI-Remote