Manager Operational Design & Readiness

Qantas Airways
Australia
Workplace: OnsiteFull timeFunction: Design (Product/UX/UI/Visual)Skills: ["Stakeholder engagement","Influencing","Analytical thinking","Problem-solving","Leading teams"]

Lead operational design, readiness, and continuous improvement across customer servicing, recovery, and disruption operations. Manage a team of Business Analysts and Support Analysts to intake and prioritize work, influence operational solution design, and define readiness requirements for strategic initiatives. Partner with operational leaders, Digital, Learning & Development, and project stakeholders to translate priorities into practical operating model changes, capability uplift, and sustainable outcomes for customers and the business.

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Qantas Airways
Qantas Airways
15 hours ago

Manager Operational Design & Readiness

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead operational design, readiness, and continuous improvement across customer servicing, recovery, and disruption operations. Manage a team of Business Analysts and Support Analysts to intake and prioritize work, influence operational solution design, and define readiness requirements for strategic initiatives. Partner with operational leaders, Digital, Learning & Development, and project stakeholders to translate priorities into practical operating model changes, capability uplift, and sustainable outcomes for customers and the business.
Location: Australia
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Design (Product/UX/UI/Visual)
Seniority: Manager level

Key Responsibilities

  • •Lead operational design, readiness, capability uplift, and continuous improvement across customer servicing, recovery, and disruption operations.
  • •Manage Business Analysts and Support Analysts to shape how strategic initiatives are designed, delivered, and embedded.
  • •Oversee intake and prioritisation of work, influence solution design, and establish readiness requirements for initiatives.
  • •Partner with operational leaders, Digital, Learning & Development, and project stakeholders to translate business priorities into operational solutions.
  • •Ensure initiatives deliver sustainable outcomes through implementation readiness and ongoing continuous improvement.

Pay and Benefits

Perks:Salary PackagingWellness Stipend

Key Requirements

  • •Experience in customer operations/contact centres, digital services, learning, or similarly complex service environments.
  • •Translate business needs into practical operational solutions that improve customer, consultant, and business outcomes.
  • •Lead teams, build capability, and deliver outcomes through others.
  • •Strong stakeholder engagement and influencing skills to align diverse teams and senior leaders.
  • •Experience shaping and embedding initiatives, balancing competing priorities and managing operational impacts; analytical problem-solving skills.
Experience:Customer operationsContact centresDigital servicesLearningContinuous improvement
Skills:Stakeholder engagementInfluencingAnalytical thinkingProblem-solvingLeading teams
Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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