Hybrid Customer Operations Lead - VIP Care & Coaching

Virgin Australia; Brisbane; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Discounted flights

Hybrid work style

Brisbane head office

Job summary

Virgin Australia in Brisbane is seeking a dynamic Centre of Excellence Leader for Customer Operations Contact Centres. You will coach and develop onshore specialist teams, champion both guests and staff, and ensure daily performance and service quality.

You will engage with guests, support premium loyalty programs, coordinate with offshore partners, and drive improvements using feedback and data. This role blends hands-on leadership with strategic workforce planning in a hybrid setup.

Qualifications

• Lead and develop onshore Customer Operations teams with accountability for performance.
• Coach through regular 1:1s and reviews, addressing underperformance fairly.
• Drive service levels, quality and customer outcomes in a hybrid onshore/offshore setup.
• Aviation, reservations, fares and ticketing experience with Sabre/Genesys/Salesforce is highly regarded.

Responsibilities

• Own daily team results across service levels and customer outcomes.
• Coordinate with Airports, offshore partners and internal stakeholders.
• Foster a Heartbeat service culture through team huddles and recognition.
• Support premium guests and members with complex bookings.

Skills

Contact centre leadership

Coaching

Omnichannel experience

Stakeholder management

Education

Certificate IV in Business or Leadership

Diploma in Business/Leadership

Tools

Sabre

Genesys

Salesforce

Job description

Virgin Australia in Brisbane is seeking a dynamic Centre of Excellence Leader for Customer Operations Contact Centres. You will coach and develop onshore specialist teams, champion both guests and staff, and ensure daily performance and service quality.

You will engage with guests, support premium loyalty programs, coordinate with offshore partners, and drive improvements using feedback and data. This role blends hands-on leadership with strategic workforce planning in a hybrid setup.