Operations Manager, Access and Inclusion

Qantas Airways
Sydney
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 3-5 yearsSkills: ["People leadership","Coaching","Stakeholder management","Analytical thinking","Problem-solving"]

Lead the Customer Specific Needs operation for complex travel accessibility requirements across the Qantas network. You’ll manage and develop a specialist team, drive operational excellence against service levels, customer satisfaction, quality and incident reduction, and handle sensitive customer escalations. Partner closely with Medical, Legal, Airports, Engineering, Contact Centres and Digital to deliver safe, inclusive, compliant end-to-end outcomes, using data and reporting to drive continuous improvement.

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Qantas Airways
Qantas Airways
1 week ago

Operations Manager, Access and Inclusion

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead the Customer Specific Needs operation for complex travel accessibility requirements across the Qantas network. You’ll manage and develop a specialist team, drive operational excellence against service levels, customer satisfaction, quality and incident reduction, and handle sensitive customer escalations. Partner closely with Medical, Legal, Airports, Engineering, Contact Centres and Digital to deliver safe, inclusive, compliant end-to-end outcomes, using data and reporting to drive continuous improvement.
Location: Sydney
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a high-performing team across a cross-7-day operational environment.
  • •Drive performance against service levels, customer satisfaction measures, quality outcomes, and incident reduction targets.
  • •Manage complex customer escalations and act as the primary operational escalation point for sensitive cases.
  • •Partner with Medical, Legal, Airports, Engineering, Contact Centres and Digital to deliver end-to-end customer outcomes.
  • •Lead continuous improvement using data analysis, reporting, and operational insights, while ensuring compliance with relevant regulatory requirements and policies.

Pay and Benefits

Perks:Paid ParentalSalary Packaging

Key Requirements

  • •Minimum 3-5 years management experience within specialist customer operations in regulated service environments (aviation, healthcare, disability services or similar).
  • •Proven delivery of operational performance outcomes across customer satisfaction, service levels, and incident reduction.
  • •Strong people leadership capability, including coaching, performance management, and team development.
  • •Experience leading operational change, transformation, or continuous improvement initiatives.
  • •Exceptional stakeholder management and the ability to influence and collaborate across a broad range of internal and external stakeholders.
Experience:3-5 yearsAviationHealthcareDisability servicesRegulated servicesCustomer operations
Skills:People leadershipCoachingStakeholder managementAnalytical thinkingProblem-solving
Languages:English
Tech Stack:SalesforceGenesysMicrosoft Office

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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