About the Opportunity
The ProHub Capability Owner is a specialist in their field, providing support to internal and external businesses. The purpose of this role is to handle second level support escalations and for delivering proactive and preventative support, through understanding key support drivers and levers to improve consultant, support agent and offshore partner knowledge.
This role is responsible for keeping their finger on the pulse in their field of expertise and will have a passion for researching, analysing, coordinating, designing, developing and delivering resources and training plans combined with extensive knowledge of our systems, products and processes.
As the subject matter expert, they will hold both internal and external relationships across a range of businesses, including offshore teams, ProHub and other support experts, and both leisure and corporate consultants.
What you will be doing:
- Handling second level support escalations through a variety of channels
- Supplier policy interpretation / clarification
- Trend identification, research into and surfacing of opportunities across offshore, ProHub Experts and leisure and corporate.
- Liaising with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources.
- Development and management of ProHub knowledge articles in conjunction with internal stakeholders
- Upskilling of ProHub & Offshore team members to consistently improve the delivery of consultant support
- Internal relationships with key business stakeholders
- External relationships with key stakeholders in line with business strategy
Hours: The business hours are Monday to Friday from 8:30 am to 5:30 pm – plus some outside of standard office hours when required
Location: The team is based in Brisbane HQ with flexible/interstate/NZ options also available.
What you will need:
- 3 to 5 years industry experience with a development focus, preferably in a ticketing or Air product role
- 1 to 2 years leadership experience
- Facilitation experience
- Advanced product and system knowledge including multi-GDS (SAB, AMA, GAL)
- Relevant qualification in training and assessment
- Experience in analysis, business process design or comms roles
- Ability to handle multiple tasks at any given time
- Exceptional communication skills - utilising a wide range of channels
- Ability to work to deadlines
- Self-driven and demonstrates strong collaboration skills
- Ability to navigate and explain complex situations
** Please advise your leader before applying **