Access & Inclusion Operations Lead

Qantas Airways; Sydney; On-site; AUD 150,000 - 185,000; Full time

Benefits offered by this job

Travel benefits

Flexible leave

Wellbeing app

Salary packaging

Job summary

Qantas Airways is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation. You will oversee complex travel arrangements, including medical clearances and mobility support, while driving operational performance and compliance across the network.

You will manage a dedicated team in a 7-day operation from Mascot, influence wide internal and external stakeholders, and drive continuous improvement through data-driven decision making and process

Qualifications

• Minimum 3-5 years' management experience in specialist customer operations or similar sectors
• Proven track record delivering operational performance metrics
• Strong leadership, coaching and performance management skills
• Experience leading change, transformation or continuous improvement initiatives
• Excellent stakeholder management and collaboration across diverse teams
• Experience using data and reporting to drive decisions

Responsibilities

• Lead a high-performing team across a 7-day operational environment
• Drive performance against service levels, customer satisfaction and incident targets
• Manage complex customer escalations and act as primary escalation point
• Partner with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams
• Lead continuous improvement initiatives through data analysis and reporting
• Ensure regulatory compliance and workforce planning/rostering

Skills

People leadership

Stakeholder management

Analytical thinking

Change management

Communication

Data analysis

Education

Bachelor's in business/operations/health or related

Tools

Salesforce

Genesys

Microsoft Office

Job description

Qantas Airways is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation. You will oversee complex travel arrangements, including medical clearances and mobility support, while driving operational performance and compliance across the network.

You will manage a dedicated team in a 7-day operation from Mascot, influence wide internal and external stakeholders, and drive continuous improvement through data-driven decision making and process