Manager Airports Service Design & Delivery

• At Qantas, our people lead the way in achieving the impossible together 
• Challenge yourself to deliver on the customer service strategy across Global Airports
• Together we’ll drive quality outcomes & make a difference to our people and customers  
• Permanent full-time opportunity based at our Mascot Corporate Campus

Airports are the heart of our operation. It’s here people connect with the spirit of Australia - from the confidence of seeing and interacting with our ground staff, pilot and crew, to the sheer awe that comes from watching our planes take off and land. Our collaborative culture allows us to dream big and deliver successfully, knowing we’re supported by the best people. Together we drive positive business outcomes that makes a difference to our customer experience.

As the Manager Airports Service Design & Delivery, you will be responsible for strategic planning and successfully implementation of the end-to-end airport customer experience across the Qantas domestic and international network to deliver on the customer strategy, for global Airports. You will be responsible for the development, design and delivery of all airport customer service elements of the operation.

Reporting to the Senior Manager Global Airport Operations, this role’s key accountabilities include ongoing development and management of the end-to-end airport service experience, including service design and delivery, whilst developing and maintaining strong internal and external stakeholder relationships, ensuring all industrial and WHS obligations are met. In this role you will drive and identify key customer and frontline initiatives across the airport customer experience portfolio, that will maintain and grow customer satisfaction while delivering sustainable transformation into the future airport experience with digital enablers.

You’ll have –

• Tertiary qualifications or equivalent service design, delivery and operational industry experience
• Proven record of successfully managing transformational change and implementing continuous improvement activities
• Demonstrated service design delivery and management experience within a large complex organisation
• Strong communication skills to keep all stakeholders at all levels of the organisation engaged and motivated to deliver best possible group outcomes
• Commercial and organisation acumen with the ability to demonstrate strong negotiation skills
• Pro-active approach with ability to provide practical and pragmatic solutions to support business needs
• Customer service background with a demonstrated depth of experience in the airline industry would be desirable but not essential
• Strategic thinker with a practical implementation focus and an ability to adapt in an everchanging environment
• Ability to build and maintain effective relationships and influence senior stakeholders

Why Qantas?

If you’re successful in your application, 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 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 additional purchased leave options. 
• 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
• We’ll support your wellbeing: Whether its salary packaging for motor vehicles or electronic devices, 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. If you have any support or access requirements, we encourage you to advise us at time of application. We are committed to creating an inclusive workplace. 

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

Applications close: Monday 21st April, 2025