Operations Manager, Access and 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

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 lea