Existing Customer Migration 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's Onboarding team and play a pivotal role in transforming the customer experience through strategic booking tool migrations. As the Existing Customer Migration Manager, you'll own end-to-end migration projects, combining project leadership with hands-on technical implementation to help customers successfully transition from partner online booking tools to FCM Booking. This highly visible role offers the opportunity to work independently, influence process improvements, and directly impact client satisfaction, retention, and operational success across North America. If you thrive managing complex projects while solving technical challenges, this role offers meaningful impact and career growth.
Key Responsibilities
- Independently manage the full migration lifecycle from project kick-off through go-live and post-migration support.
- Build, maintain, and manage migration timelines and project status within project management tools such as Wrike.
- Identify, communicate, and escalate project risks using the DEFCON risk methodology.
- Coordinate migration documentation, including Source of Truth documents, migration plans, UAT documentation, and sign-offs.
- Partner with Account Managers to ensure effective communication and customer engagement throughout the migration process.
- Successfully manage multiple concurrent migration projects while prioritizing competing demands.
- Lead the technical migration of customer configurations, profiles, and policy settings from partner OBTs to FCM Booking.
- Troubleshoot data, integration, and configuration issues using knowledge of web services and XML.
- Facilitate and support user acceptance testing and customer training activities.
- Stay current on FCM Booking enhancements and partner OBT functionality to proactively address migration impacts.
- Identify and implement opportunities to improve efficiency, automation, and scalability within migration processes.
- Deliver a seamless and low-disruption migration experience for existing customers.
- Gather customer feedback and contribute to continuous improvement of migration methodologies and documentation.
- Collaborate across implementation, technology, onboarding, training, and account management teams to ensure successful 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
Experience & Qualifications
- Minimum 2 years of experience as an Implementation Manager, Technical Implementation Manager, or similar role.
- Direct experience implementing or supporting FCM Booking and/or online booking tools such as Concur, Deem, or Cytric.
- Strong understanding of implementation and migration processes, including risk management and timeline management.
- Basic understanding of web services and XML for troubleshooting integrations and technical issues.
- Proven ability to work autonomously and manage multiple projects with minimal supervision.
- Excellent verbal and written communication skills with experience engaging stakeholders and customers.
- Experience using project management and project-tracking tools, including Wrike or similar platforms.
- Strong organizational, analytical, and problem-solving skills.
- Preferred: Formal project management certification.
- Preferred: Sabre GDS experience.
- Preferred: Experience with process automation or robotics within implementation or migration environments.
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 – Chicago, IL
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $84,000-$85,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements. The annual salary range listed represents the total compensation package, excluding benefits.
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.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
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
🌟 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
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