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Product Manager – Travel Technology Solutions - USA

Apply now Job no: 508694
Brand: Flight Centre
Work type: Full time
Location: Arizona, California, Colorado, Connecticut, Delaware, Florida, Tennessee, Texas, Virginia, Washington, Washington, D.C., North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New York, Georgia, Hawaii, Idaho, Illinois, Massachusetts, Michigan
Categories: Corporate & Group Travel

Product Manager – Travel Technology Solutions

Air Content and Distribution is going through disruption with the emergence of new distribution technologies and fragmentation of content availability.  New Distribution Capability (NDC) has the potential to transform airline distribution and is at the forefront of this disruption.

Flight Centre Travel Group (FCTG) has strengthened its technology roadmap and air content offering to customers by investing in it’s air supply products and solutions. These products include TPConnects, a leading provider of travel technology solutions focusing on NDC (New Distribution Capability) and One Order initiatives from IATA.   Air supply product management support the key objective of sourcing and offering customers the widest choice of airline and travel content globally.  These investments will assist in creating an enhanced customer experience, where consistent and comparable content can be consumed.

We are seeking a proven Product Manager with specific expertise in growing travel technology solutions for scaled usage  to join our team. The successful candidate will be the key interface between TP Connects and FCTG, ensuring that technical requirements are delivered in line with our overall strategy, business requirements and within budget.

  • Be:
    • As a Product Manager, act as the general manager or “mini-CEO” of Optimised Performance  
    • Lead through influence more than authority, but recognizing that final authority and accountability for the performance of the product rests with the product manager
    • Fact-driven above all, with choices driven by data, testing and observation rather than opinions
    • A team player who can co-ordinate product decisions with other product managers when the need arises
  • Know:
    • Is the leading subject matter expert on his or her specific business purpose and interactions
    • Relevant understanding of different sources of content such as NDC, LCC API & GDS
    • Understand high-performance architectures, design patterns, Internet service delivery, and related industry best practices and own their deployment at TPConnects
    • Excel at analysis, time-ordering optimization, and with relevant experience in the intersection of business, user experience and technology
  • Do:
    • Organizational scaling – lead the effort to improve the organization and processes to assure successful scaling up of TPConnects
      • Help develop key staff and identify gaps
      • Identify and minimize low-value-added use of existing staff through automation and other devops practices
      • Make ongoing process improvements, including introducing processes where they may be lacking
    • Systems scaling – lead the effort to ensure best in class deployment and use of:
      • Service Level Agreements & Operating Level Agreements
      • System containerization as pre-requisite for push-button deployments
      • Immutable infrastructure and distributed systems.  No environment should ever need to come down so a release can occur.  Designs should allow for example for Sprint 2.6’s UAT to STAY UP even as 2.7’s UAT is spun up.  Same for production
      • Fault tolerance designs that log and alert on issues but move past failures to continue transacting
      • Stress testing to assure all solution components auto-scale and to identify bottlenecks and assure continuous improvement
      • Performance testing to identify bottlenecks and assure continuous improvement
      • Configuration tools and processes that assure absolute mastery of our own domain, including full journaling of all changes, and the ability to identify infrastructure, code, and config changes, etc.
    • Quality scaling – Drive a data-based culture of quality and continuous optimization
      • 24/7/365 dashboards with visible public Internet dashboards
      • Regression testing automation and management summaries thereof
      • Ensure availability and use of industry leading tools for development
      • 24/7/365 synthetic transaction testing tools verifying search/book/cancel at appropriate intervals
      • Post-major release retrospectives that look at all the delivery metrics (every 3 or so weeks after UAT finishes and TPConnects has cleaned the data on the sprint)
        • Sprint velocity – quantity of estimated and actual hours delivered successfully
        • Efficiency – Percentage of total hours worked that succeeded
        • Estimation quality (how far-off estimated hours the actual reported work hours are)
        • Code quality (how many errors are detected by internal TPConnects QA, how many by FCTG QA, how many blow up in production)
      • Operational retrospectives (organize monthly operational reporting on relevant KPIs including)
        • Uptime
        • System speed (total, added on top of suppliers, and for each supplier)
        • Busines volumes processed
        • Trends on YTD key metrics such as some of the above
      • Root Cause Corrective Action written reviews and process to address issues
        • Some template of what needs to be summarized for any and all failures
        • Explicit callouts on who’s charged with root cause analysis and who’s charged with implementing the corrective action part of RCCA, and follow up to ensure success
    • Commercial controls
      • Ensure deployment of company approved designs, own uptime and integrity of control tower / data management tables with approval workflows and full journaling of all actions and approvals
      • Ensure ability to treat configuration changes with the same rigor as source control
      • Own operational uptime and integrity of company approved
        • Competitive pricing meet-or-beat pricing checks
        • Competitive pricing meet-or-beat speed checks
        • Competitive pricing meet-or-beat content checks
    • Communications & Documentation
      • Own the ongoing improvement and industry leading nature of
        • API documentation
        • Release communications
        • Package “how to get connected and start” basically a development studio capability that makes getting started with TPConnects aggregation seamless
  • Prepare product roadmap that is consistent with that of the line of business to which your product(s) belong
  • Lead customer discovery efforts of the product team, using a methodical process such as design thinking or lean design to directly determine customer needs and wants, supported by rigorous testing and revalidation
  • Support agile development efforts through the agile process embraced by engineering teams and drive toward DAILY, AGILE optimizations and trade-offs
  • Integrate business, user experience and technology to drive company goals

Other Responsibilities

  • Focus on enhancing the specific product’s performance.
  • Local optimization must contribute to, rather than detract from, the whole
  • Drive maximum possible group benefits within the constraints set on his or her product area by supplier contracts and specific regional and country needs
  • Gather competitive intelligence (internal/external SWOTs) to be the local expert on competitors (without letting me-too competitive myopia drive the product)
  • Collect, rationalize and share stakeholder product needs
  • Once agreed, document desired stakeholder business outcomes (goals, themes, etc.) and produce the epics and stories (or other appropriate artifacts) needed for agile development
  • Work with others in the product team to dynamically iterate and prioritize sprint contents
  • Lead daily trade-off meetings, standups, etc.
  • Participate in development processes on a daily basis to ensure that product needs are being properly rendered
  • Maintain/prioritize the product backlog from a schedule perspective
  • Ongoing schedule status reporting covering relevant product components
  • Prepare and manage documentation
  • Supporting investment/disinvestment cases
  • Reporting on detailed product KPIs


  • Performance optimization of modern Internet-facing services
  • Familiarity with technology and operations used to build and support the applications
  • Strong evidence of complex problem solving
  • Good communicator; must be adept working with both product and technical team members
  • Strong project management process knowledge and intense focus on margin improvement
  • Competitive and customer analysis experience
  • Detail oriented, strong reporting skills

Benefits Include

  • Generous remuneration structure
  • Travel discounts, in-house financial and health services
  • 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 programs

If this sounds like the opportunity you have been waiting for, then APPLY NOW.

FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!

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