Manager Operational Design & Readiness

Qantas Group; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Travel discounts

Wellbeing program

Salary packaging options

Job summary

Qantas Group seeks a Manager Operational Design & Readiness based in Mascot to lead design, readiness and continuous improvement across customer servicing, recovery and disruption operations. You will guide a team of Business Analysts and Support Analysts, shaping initiative design and embedding change across the operation.

You will partner with operational leaders and stakeholders to translate priorities into practical solutions, manage intake, and drive sustainable benefits for customers and

Qualifications

• Experience in customer operations, contact centres, digital services, learning or similar complex service environments.
• Proven ability to translate business needs into practical operational solutions.
• Demonstrated experience leading teams and delivering outcomes through others.
• Strong stakeholder engagement and ability to align diverse teams and senior leaders.

Responsibilities

• Lead operational design, readiness and continuous improvement across Customer Care & Recovery.
• 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, establish readiness requirements and ensure initiatives deliver sustainable outcomes.
• Partner with operational leaders, Digital, Learning & Development and project stakeholders to translate priorities into operational solutions.

Skills

Customer operations

Stakeholder engagement

Team leadership

Analytical skills

Agile/continuous improvement

Job description

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

• Lead operational design, readiness and continuous improvement across Customer Care & Recovery


• Shape how strategic initiatives are designed, delivered and embedded across customer servicing, recovery and disruption operations


• Permanent opportunity based in Mascot

Customer Care & Recovery (CC&R) is seeking a Manager Operational Design & Readiness to lead the function responsible for operational design, readiness, capability uplift and continuous improvement across customer servicing, recovery and disruption operations.

Leading a team of Business Analysts and Support Analysts, you will shape how strategic initiatives are designed, delivered and embedded across the operation. Working at the intersection of operations, learning, digital and change, you will oversee the intake and prioritisation of work, influence solution design, establish readiness requirements and ensure initiatives deliver sustainable outcomes for customers, consultants and the business.

You will partner closely with operational leaders, Digital, Learning & Development and project stakeholders to translate business priorities into practical operational solutions. From operating model design and capability uplift to implementation readiness and continuous improvement, you will play a key role in helping CC&R adopt change successfully and realise long-term business benefits.

You’ll have:

• Experience within customer operations, contact centres, digital services, learning or similarly complex service environments.


• Proven ability to translate business needs into practical operational solutions that improve customer, consultant and business 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.


• Experience shaping and embedding business initiatives, balancing competing priorities and managing operational impacts.


• Strong analytical and problem-solving skills, with the ability to translate insights into practical solutions.


• Exposure to change, Agile, project delivery or continuous improvement methodologies will be highly regarded.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

Qantas employees also get to enjoy an amazing benefits program including:

• Travel: Enjoy heavily discounted air travel within Australia and across the globe - both for you and your family and friends - as well as exclusive deals on accommodation and holidays.


• Access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.


• We’ll also support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer, so by coming to work for us,you’llbe part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.

Applications close Monday, 14 September 2026.

Pleasenote:Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.