Site Manager, Hobart Contact Centre

Qantas Group; Hobart; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Discounted travel

Flexible leave options

Salary packaging program

Wellbeing app

Job summary

Qantas Group in Hobart seeks a Site Manager to lead the Hobart Contact Centre, ensuring safe, compliant and sustainable operations while delivering exceptional customer experiences.

You will manage end-to-end site performance, workforce optimization, and financial outcomes, reporting to senior leaders and partnering across regulators and unions. Permanent, full-time role based in Hobart.

Qualifications

• 10-15 years' experience in senior operational leadership roles within complex, customer-focused environments.
• Proven ability to lead large-scale operations and deliver strong performance across safety, service, and operational targets.
• Demonstrated success leading diverse workforces, building capability, engagement, and high performance.
• Strong industrial and employment relations experience, including collective bargaining, workforce consultation, union engagement, and disciplinary investigations, and other complex employment relations matters.
• Commercially astute, with experience managing P&L performance, budgets, forecasting, and cost outcomes.
• Exceptional stakeholder management skills, with the ability to influence regulators, airport authorities, unions, and senior leaders.
• Proven track record leading operational change, continuous improvement, and effective responses to disruptions and emergencies.

Responsibilities

• Lead the Hobart Site Manager with end-to-end accountability for safety, customer outcomes, operational performance and commercial success.
• Influence regulators, airport authorities, unions, and senior leaders while leading a large and diverse workforce.
• Permanent role based in our Hobart Office and responsible for safe, compliant and sustainable operation of the site.
• Drive continuous improvement and support delivery of strategic priorities that place customers and people first.
• Foster an inclusive culture that embraces change.

Skills

Senior leadership

Operations leadership

People leadership

Industrial relations

P&L management

Stakeholder management

Continuous improvement

Job description

• Parent Business Function: Customer Service
• Time Type: Full time
• Worker Sub-Type: Permanent

Company 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.

Job Description

• Lead one of the most critical operational sites in the network, with end-to-end accountability for safety, customer outcomes, operational performance, and commercial success.
• Influence at the highest levels, building strategic partnerships with regulators, airport authorities, unions, and senior leaders while leading a large and diverse workforce.
• Permanent role based in our Hobart Office

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.

As the most senior leader at the Qantas Contact Centre located in Hobart, the Site Manager is responsible for the safe, compliant and sustainable operation of the site. You will lead high performing teams that provide best in class customer experience. You will be accountable for safe practices, workforce optimisation, financial outcomes and strategy.

Working closely with leaders across the group you will drive continuous improvement, support the delivery of strategic priorities that put our customer at the heart of what we do and our people first. You will foster an inclusive culture that embraces change.

You’ll have -

• 10-15 years' experience in senior operational leadership roles within complex, customer-focused environments.
• Proven ability to lead large-scale operations and deliver strong performance across safety, service, and operational targets.
• Demonstrated success leading diverse workforces, building capability, engagement, and high performance.
• Strong industrial and employment relations experience, including collective bargaining, workforce consultation, union engagement, and conducting as well as overseeing disciplinary investigations, performance processes, and other complex employment relations matters.
• Commercially astute, with experience managing P&L performance, budgets, forecasting, and cost outcomes.
• Exceptional stakeholder management skills, with the ability to influence regulators, airport authorities, unions, and senior leaders.
• Proven track record leading operational change, continuous improvement, and effective responses to disruptions and emergencies.

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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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.

Be a part of something special and play your part in the Qantas story - get in touch today.

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