Technical Implementation Manager - Remote, US

About the role

Technology continues to transform the corporate travel industry, and this role is at the forefront of that evolution. As a Technical Implementation Manager, you'll lead the technical delivery of online booking solutions that power exceptional client experiences across FCM. Working closely with internal teams, partners, and customers, you'll oversee implementations from kickoff through launch while driving process improvements, automation, and innovation. This is an exciting opportunity for a technically skilled, customer-focused professional who enjoys solving complex challenges and making a measurable impact.

Responsibilities

• Lead the technical implementation of online booking tools (OBTs), including customer profile configuration, policy setup, system configuration, testing, launch, and post go-live support
• Apply knowledge of Web Services and XML to troubleshoot data integrations, system configurations, and technical issues
• Maintain and continuously improve implementation templates and project management workflows within Wrike
• Manage multiple onboarding projects while meeting or exceeding implementation timelines
• Support User Acceptance Testing (UAT) activities for client onboarding projects
• Lead regional technical projects by gathering requirements, engaging stakeholders, and driving successful outcomes
• Stay current with enhancements and releases across FCM Booking and partner online booking platforms
• Assess implementation impacts of new technology developments and proactively plan solutions
• Identify opportunities for automation and process efficiencies to improve implementation speed and quality
• Deliver exceptional customer experiences that support client satisfaction, retention, and long-term partnerships
• Provide Level 3 technical support through internal ticketing systems for Client Portal, FCM Booking, and third-party OBT issues
• Manage support tickets and consistently achieve SLA and KPI targets
• Collaborate effectively with internal and external stakeholders to ensure successful project outcomes
• 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

Requirements

• Minimum 5 years' experience implementing Concur, including technical configuration and client-facing responsibilities OR minimum 3 years' experience implementing Deem, including technical configuration and client-facing responsibilities OR minimum 3 years' experience implementing Cytric, including technical configuration and client-facing responsibilities
• Direct experience implementing or supporting FCM Booking is highly valued
• Minimum 5 years' experience in an online customer support role
• Basic understanding of Web Services and XML
• Strong verbal and written communication skills
• Experience delivering end-user or client training
• Demonstrated project leadership and project management experience
• Experience working with robotics, automation, and process improvement initiatives
• Sabre GDS experience preferred
• Strong organizational skills with the ability to manage multiple priorities
• Detail-oriented, resourceful, and capable of working autonomously in a fast-paced environment
• 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

Benefits

FCTG offers a comprehensive benefits package including:

• Paid Time Off: 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 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.

Pay

For this position, we anticipate offering an annual salary of $85,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

Schedule

Location: Remote, US