Manager Operational Design & Readiness

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

Lead operational design, readiness, and continuous improvement for Customer Care & Recovery, shaping how strategic initiatives are designed, delivered, and embedded across customer servicing, recovery, and disruption operations. Manage a team of Business Analysts and Support Analysts, oversee work intake and prioritisation, define readiness requirements, and ensure initiatives deliver sustainable outcomes. Partner with operational leaders, Digital, Learning & Development, and project stakeholders to successfully adopt change and realise long-term business benefits.

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Qantas Airways
Qantas Airways
15 hours ago

Manager Operational Design & Readiness

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead operational design, readiness, and continuous improvement for Customer Care & Recovery, shaping how strategic initiatives are designed, delivered, and embedded across customer servicing, recovery, and disruption operations. Manage a team of Business Analysts and Support Analysts, oversee work intake and prioritisation, define readiness requirements, and ensure initiatives deliver sustainable outcomes. Partner with operational leaders, Digital, Learning & Development, and project stakeholders to successfully adopt change and realise long-term business benefits.
Location: Sydney
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Design (Product/UX/UI/Visual)
Seniority: Manager level

Key Responsibilities

  • •Lead the operational design, readiness, capability uplift, and continuous improvement function across customer servicing, recovery and disruption operations.
  • •Manage a team of Business Analysts and Support Analysts to shape how initiatives are designed, delivered, and embedded.
  • •Oversee intake and prioritisation of work and influence solution design for operational outcomes.
  • •Establish readiness requirements and ensure initiatives deliver sustainable outcomes for customers, consultants, and the business.
  • •Partner with operational leaders, Digital, Learning & Development, and project stakeholders to translate priorities into operational solutions and drive successful change adoption.

Pay and Benefits

Perks:Travel Allowance

Key Requirements

  • •Experience within customer operations, contact centres, digital services, learning or similarly complex service environments.
  • •Translate business needs into practical operational solutions that improve outcomes for customers, consultants and the business.
  • •Demonstrated experience leading teams, building capability and delivering outcomes through others.
  • •Strong stakeholder engagement and influencing skills to align diverse teams and senior leaders.
  • •Experience shaping and embedding business initiatives, balancing competing priorities and managing operational impacts.
Experience:Customer operationsContact centresDigital servicesLearningContinuous improvement
Skills:LeadershipStakeholder engagementInfluencingAnalytical thinkingProblem-solving
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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