Access & Inclusion Operations Lead

Qantas Airways; Sydney; Hybrid; AUD 140,000 - 170,000; Full time

Job summary

Qantas Airways, Mascot Campus, is seeking an Operations Manager, Access and Inclusion to lead the Customer Specific Needs operation, coordinating complex travel arrangements and ensuring compliant, inclusive customer experiences.

Reporting to the Manager Accessibility & Customer Policies, you will develop a high-performing team, manage escalations, and drive continuous improvement across Salesforce, Genesys, and reporting tools.

Qualifications

• Minimum 3-5 years' management experience within specialist customer operations, regulated service environments, aviation, healthcare, disability services or similar sectors.
• Proven experience delivering operational performance outcomes across customer satisfaction, service levels and incident reduction measures.
• Strong people leadership capability, including coaching, performance management and team development.
• Experience leading operational change, transformation or continuous improvement initiatives.
• Exceptional stakeholder management skills with the ability to influence and collaborate 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.

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

Leadership

Stakeholder Management

Data Analysis

Process Improvement

Change Management

Education

Business/Operations/Customer service degree

Tools

Salesforce

Genesys

Microsoft Office

Job description

Qantas Airways, Mascot Campus, is seeking an Operations Manager, Access and Inclusion to lead the Customer Specific Needs operation, coordinating complex travel arrangements and ensuring compliant, inclusive customer experiences.

Reporting to the Manager Accessibility & Customer Policies, you will develop a high-performing team, manage escalations, and drive continuous improvement across Salesforce, Genesys, and reporting tools.