Operations Manager, Access and Inclusion

Qantas Airways; Sydney; Hybrid; AUD 140,000 - 170,000; Full time

Job summary

Qantas Airways, Mascot Campus, is seeking an Operations Manager, Access and Inclusion to lead the Customer Specific Needs operation, coordinating complex travel arrangements and ensuring compliant, inclusive customer experiences.

Reporting to the Manager Accessibility & Customer Policies, you will develop a high-performing team, manage escalations, and drive continuous improvement across Salesforce, Genesys, and reporting tools.

Qualifications

• Minimum 3-5 years' management experience within specialist customer operations, regulated service environments, aviation, healthcare, disability services or similar sectors.
• Proven experience delivering operational performance outcomes across customer satisfaction, service levels and incident reduction measures.
• Strong people leadership capability, including coaching, performance management and team development.
• Experience leading operational change, transformation or continuous improvement initiatives.
• Exceptional stakeholder management skills with the ability to influence and collaborate across a broad range of internal and external stakeholders.
• Strong analytical and problem-solving skills with data-driven decision making.
• Experience managing complex customer issues in sensitive and high-pressure environments.

Responsibilities

• Leading and developing a high-performing team that cover cross a 7-day operational environment.
• Driving performance against service levels, customer satisfaction measures, quality outcomes and incident reduction targets.
• Managing complex customer escalations and serving as the primary operational escalation point for sensitive cases.
• Partnering with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver end-to-end customer outcomes.
• Leading continuous improvement initiatives through data analysis, reporting and operational insights.
• Ensuring compliance with relevant regulatory requirements, policies and procedures.
• Managing workforce planning, rostering and operational coverage requirements.
• Supporting accessibility initiatives, operational readiness activities and change implementation programs across the customer experience ecosystem.

Skills

Leadership

Stakeholder Management

Data Analysis

Process Improvement

Change Management

Education

Business/Operations/Customer service degree

Tools

Salesforce

Genesys

Microsoft Office

Job description

• Lead a specialist team delivering exceptional support for customers with complex travel accessibility requirements across the Qantas network
• Drive operational excellence, accessibility outcomes and continuous improvements to the customer experience
• Influence change across a broad stakeholder network while leading a high-performing team in a Monday to Friday role based at our Mascot Campus

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. We take a commercial mindset to all we do, ensuring we make strategic decisions that live up to customer expectations. It’s in us to be our best. We see it as our responsibility to take ownership and drive outcomes, ensuring we make a contribution to take the organisation forward.

At Qantas, creating inclusive and accessible travel experiences is a key part of delivering exceptional customer outcomes. We are seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation, supporting customers with a wide range of accessibility and travel requirements while driving operational performance, compliance and continuous improvement.

Reporting to the Manager Accessibility & Customer Policies, this role leads a team of Customer Specific Needs Consultants responsible for coordinating complex travel arrangements, including medical clearances, mobility assistance, service animals, oxygen requirements and stretcher cases. You will be accountable for operational performance, customer outcomes, team leadership and regulatory compliance while partnering with stakeholders across the business to deliver safe, inclusive and customer-focused solutions.

Key responsibilities include:

• Leading and developing a high-performing team that cover cross a 7-day operational environment
• Driving performance against service levels, customer satisfaction measures, quality outcomes and incident reduction targets
• Managing complex customer escalations and serving as the primary operational escalation point for sensitive cases
• Partnering with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver end-to-end customer outcomes
• Leading continuous improvement initiatives through data analysis, reporting and operational insights
• Ensuring compliance with relevant regulatory requirements, policies and procedures
• Managing workforce planning, rostering and operational coverage requirements
• Supporting accessibility initiatives, operational readiness activities and change implementation programs across the customer experience ecosystem

To be successful in this role, you will bring:

• Minimum 3-5 years' management experience within specialist customer operations, regulated service environments, aviation, healthcare, disability services or similar sectors
• Proven experience delivering operational performance outcomes across customer satisfaction, service levels and incident reduction measures
• Strong people leadership capability, including coaching, performance management and team development
• Experience leading operational change, transformation or continuous improvement initiatives
• Exceptional stakeholder management skills with the ability to influence and collaborate across a broad range of internal and external stakeholders
• Strong analytical and problem-solving skills with experience using data and reporting to drive decision making
• Experience managing complex customer issues in sensitive and high-pressure environments
• Knowledge of customer service technologies and reporting tools, including Salesforce, Genesys and Microsoft Office products
• Qualifications in business, operations, customer service, health or a related discipline are highly regarded but not essential

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.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to 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.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
• We’ll give you 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 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 committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

Applications close on Friday 25th September 2026

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