Accessibility & Inclusion Operations Lead

Qantas; Sydney; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Discounted travel

Flexible leave options

Rewards program

Job summary

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation and coordinate complex travel arrangements for customers with accessibility requirements.

You will drive operational performance, compliance and continuous improvement, manage a cross-functional team across a 7-day operational environment, and partner with Medical, Legal, Airports and Digital teams to deliver inclusive customer outcomes.

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 experience using data and reporting to drive decision making.
• Experience managing complex customer issues in sensitive and high-pressure environments.
• Knowledge of customer service technologies and reporting tools, including Salesforce, Genesys and Microsoft Office products.
• Qualifications in business, operations, customer service, health or a related discipline are highly regarded but not essential.

Responsibilities

• Leading and developing a high-performing team that covers 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

People leadership

Stakeholder management

Data analysis

Problem solving

Regulated environments

Customer service knowledge

Education

Business/Operations qualifications

Tools

Salesforce

Genesys

MS Office

Job description

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation and coordinate complex travel arrangements for customers with accessibility requirements.

You will drive operational performance, compliance and continuous improvement, manage a cross-functional team across a 7-day operational environment, and partner with Medical, Legal, Airports and Digital teams to deliver inclusive customer outcomes.