Operations Leader, Access & Inclusion

Qantasgroup; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Travel discounts

Flexible leave options

Job summary

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation. You will coordinate complex travel arrangements and ensure safety, compliance, and inclusive service for customers with accessibility requirements across the network.

You will drive performance, collaborate with cross‑functional teams, and lead a high‑performing team in a Monday to Friday role at Mascot Campus, delivering outcomes that meet regulatory and customer expectations.

Qualifications

• 3–5 years in specialist customer operations or similar leadership roles.
• Proven delivery of customer satisfaction and service level targets.
• Strong coaching, performance management and team development.
• Experience leading transformation and continuous improvement.
• Excellent stakeholder management across diverse groups.
• Analytical thinker using data to drive decisions.
• Experience handling complex escalations in high‑pressure contexts.
• Familiarity with Salesforce, Genesys and MS Office.

Responsibilities

• Lead a high‑performing team across a 7‑day operational environment.
• Drive performance against service levels, customer satisfaction and incident targets.
• Manage complex customer escalations and regulatory matters as primary operator.
• Partner with Medical, Legal, Airports, Engineering and Digital teams to deliver outcomes.
• Lead continuous improvement through data analysis and insights.
• Ensure regulatory compliance and workforce planning and rostering.
• Support accessibility initiatives and change programs across CX ecosystem.

Skills

Leadership

Stakeholder management

Analytical thinking

Problem solving

Communication

Tools

Salesforce

Genesys

Microsoft Office

Job description

Qantas is seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation. You will coordinate complex travel arrangements and ensure safety, compliance, and inclusive service for customers with accessibility requirements across the network.

You will drive performance, collaborate with cross‑functional teams, and lead a high‑performing team in a Monday to Friday role at Mascot Campus, delivering outcomes that meet regulatory and customer expectations.