Operations Design & Readiness Lead – Customer Care

Qantas; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

Qantas is seeking a Manager Operational Design & Readiness for the Customer Care & Recovery function based in Mascot, Sydney. The role leads a team of Business Analysts and Support Analysts to design, prepare and continuously improve customer servicing, recovery and disruption operations.

You will translate business priorities into practical operational solutions, align senior stakeholders and drive change across cross-functional teams for sustainable outcomes.

Qualifications

• Experience in customer operations, contact centres, digital services, or similar complex service environments.
• Ability to translate business needs into practical operational solutions.
• Proven experience leading teams and delivering outcomes through others.
• Strong stakeholder engagement and influencing skills.
• Experience shaping and embedding initiatives; good in prioritisation and execution.
• Analytical, with problem-solving skills and data-driven insights.

Responsibilities

• Lead operational design, readiness and continuous improvement across CC&R.
• Shape how strategic initiatives are designed, delivered and embedded.
• Oversee intake and prioritisation of work; influence solution design.
• Partner with leaders across Digital, Learning & Development and projects.

Skills

Customer operations

Stakeholder engagement

Team leadership

Operational design

Agile / change

Analytical thinking

Job description

Qantas is seeking a Manager Operational Design & Readiness for the Customer Care & Recovery function based in Mascot, Sydney. The role leads a team of Business Analysts and Support Analysts to design, prepare and continuously improve customer servicing, recovery and disruption operations.

You will translate business priorities into practical operational solutions, align senior stakeholders and drive change across cross-functional teams for sustainable outcomes.