FCM - Director of Emergency Customer Care - Remote, USA

Director of Emergency Customer Care 

 

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

The Director of Emergency Customer Care (ECC) leads FCM’s after-hours and emergency travel operations, ensuring exceptional support when corporate travelers need it most. This senior leadership role sets the strategic direction for a high-impact, fast-paced operation spanning nights, weekends, and holidays. You’ll shape service excellence, develop future leaders, and drive operational performance during critical moments. If you thrive under pressure and lead with empathy, accountability, and purpose, this role offers the chance to make a meaningful difference every day.

 

Key Responsibilities

Provide strategic leadership and define the long-term vision for the ECC function

Align ECC operations with organizational strategy to enhance client satisfaction, traveler safety, and efficiency

Champion a culture of high performance, accountability, service excellence, and continuous improvement

Lead, coach, and develop ECC Team Leaders to manage high-performing teams

Identify and develop high-potential talent and future leaders within ECC

Ensure targeted, ongoing training across Sabre GDS, fares, crisis handling, and client-specific requirements

Foster a collaborative, supportive, and inclusive team culture

Oversee after-hours operations including overnights, weekends, and holidays

Monitor SLAs, KPIs, call volumes, and quality metrics, driving continuous improvement

Ensure accuracy and compliance across booking, ticketing, exchanges, fares, and PNR management

Act as senior escalation point during disruptions, crises, or complex client issues

Partner with clients, operational leaders, and internal stakeholders to ensure aligned communication

Implement and refine ECC processes, SOPs, and workflows

Collaborate with technology and product teams to improve systems, tools, and reporting

Analyze data to identify trends, risks, and improvement opportunities

Ensure compliance with FCTG policies, client requirements, airline rules, and regulatory standards

Support budgeting, workforce planning, forecasting, and business continuity planning

Contribute to new client implementations and emergency support design

Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

 

Experience & Qualifications

Post-secondary education in business, travel, tourism, management, operations, or related field

7–10+ years’ experience in corporate travel operations

3–5+ years’ leadership experience managing large or multi-level teams

Expert-level Sabre GDS experience, including complex international fares and ticketing

Proven ability to coach and develop leaders

Strong written and verbal communication skills

High emotional intelligence and composure in time-sensitive situations

Strong analytical, problem-solving, and decision-making skills

Experience leading after-hours or emergency operations (preferred)

Experience leading teams through change or transformation (preferred)

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 8 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 careers@us.flightcentre.com

 

For this position, we anticipate offering an annual salary of $100,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

 

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 careers@us.flightcentre.com

Travel Weekly Magellan Awards: Silver Winner (2023)
GBTA WINiT Top 50 Award Recipients (2018–2025)
CHHR: 5-Star DE&I Employer (2023, 2024)
Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–25)
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)

 

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