Access & Inclusion Operations Lead

Qantas; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation across the network. You will manage a specialist team, drive accessibility outcomes, performance and compliance, and partner with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver inclusive travel solutions.

Based at Mascot Campus, the role covers a 7-day operation and requires strong leadership, stakeholder management and data-driven problem

Qualifications

• 3–5 years' management experience in specialist customer operations or regulated environments
• Proven track record delivering operational performance across customer satisfaction, service levels and incident reduction
• Strong people leadership, including coaching, performance management and team development
• Experience leading operational change, transformation or continuous improvement initiatives
• Exceptional stakeholder management across a broad range of internal and external stakeholders
• Strong analytical and problem-solving skills with data-driven decision making
• Experience managing complex customer issues in sensitive and high-pressure environments
• Knowledge of customer service technologies and reporting tools (Salesforce, Genesys, Microsoft Office)
• Qualifications in business, operations, health or related discipline are highly regarded but not essential

Responsibilities

• Leading and developing a high-performing team that cover cross a 7-day operational environment
• Driving performance against service levels, customer satisfaction measures, quality outcomes and incident reduction targets
• Managing complex customer escalations and serving as the primary operational escalation point for sensitive cases
• Partnering with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver end-to-end customer outcomes
• Leading continuous improvement initiatives through data analysis, reporting and operational insights
• Ensuring compliance with relevant regulatory requirements, policies and procedures
• Managing workforce planning, rostering and operational coverage requirements
• Supporting accessibility initiatives, operational readiness activities and change implementation programs across the customer experience ecosystem

Skills

Management experience

Stakeholder management

Analytical skills

Problem-solving

Coaching & development

Change leadership

Education

Business/Operations/Health related degree (not essential)

Tools

Salesforce

Genesys

Microsoft Office

Job description

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation across the network. You will manage a specialist team, drive accessibility outcomes, performance and compliance, and partner with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver inclusive travel solutions.

Based at Mascot Campus, the role covers a 7-day operation and requires strong leadership, stakeholder management and data-driven problem