Director, Operational Design & Readiness

Qantas Airways; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Qantas Airways in Mascot is seeking a Manager Operational Design & Readiness to lead the function responsible for design, readiness, capability uplift and continuous improvement across customer servicing, recovery and disruption operations.

You will lead a team of Business Analysts and Support Analysts, shaping initiatives from design to embedding, and ensuring sustainable outcomes for customers and the business.

Qualifications

• Experience within customer operations, contact centres, digital services or similar complex service environments.
• Proven ability to translate business needs into practical operational solutions that improve outcomes.
• Demonstrated experience leading teams, building capability and delivering outcomes through others.
• Strong stakeholder engagement and influencing skills with the ability to align diverse teams and senior leaders.
• Exposure to change, Agile, project delivery or continuous improvement methodologies will be highly regarded.

Responsibilities

• Lead operational design, readiness and continuous improvement across customer care and recovery operations.
• Shape how strategic initiatives are designed, delivered and embedded across customer servicing, recovery and disruption operations.
• Oversee intake and prioritisation of work, influence solution design and establish readiness requirements.
• 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 practical operational solutions.

Skills

Customer operations experience

Translate business needs into ops solu

Team leadership

Stakeholder engagement

Change/Agile/project delivery exposure

Analytical/problem solving

Job description

Qantas Airways in Mascot is seeking a Manager Operational Design & Readiness to lead the function responsible for design, readiness, capability uplift and continuous improvement across customer servicing, recovery and disruption operations.

You will lead a team of Business Analysts and Support Analysts, shaping initiatives from design to embedding, and ensuring sustainable outcomes for customers and the business.