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Manager Customer Journey Operations

3 months ago

Melbourne, Victoria, Australia Jetstar Full time

Jetstar Head Office Location:

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Collingwood (Melbourne, Victoria) location
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Immediate access to world class employee benefits, including staff travel**If you've ever thought about a career in aviation - now is the perfect time to take off with Jetstar We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

The Opportunity


In the newly created role as Manager Customer Journey Operations, you will be responsible for leading, managing, coaching and developing team members within Jetstar's Operations Control Centre, otherwise known as the JOCC.


The role is accountable for conceptualising and leading the delivery of digital and process improvement projects and workstreams to drive improved customer outcomes and efficiency in managing disruptions.

The Manager Customer Journey Operations will also be responsible for conceptualising and implementing a strategy that balances customer disruption risk and disruption spend, driving efficiencies and improvement to deliver reduced overall costs.


Reporting to the Senior Manager JOCC Operations and Customer Journey, key responsibilities of this role include:

  • Lead, coach and develop the Customer Recovery team to ensure the delivery of the highest levels of customer service and best possible customer recovery outcomes to protect the brand sentiment and drive increased customer loyalty and advocacy.
  • Act as the primary customer advocate within Operations (ground floor) for both strategic planning, and for escalated customer disruption events during day of operations and where necessary, establish and lead senior level intervention to minimise customer disruption and brand and media risk.
  • Engage and influence varied stakeholder groups (both internal and external to Qantas Group) to support and contribute to the optimal customer journey experience.
  • Ensure the airline remains compliant with customer related policies which align to Australia and International government legislation.
  • Drive improvements in the Jetstar FIM (Flight Interruption Manifest) processes and processes to facilitate the use of carriers not covered under FIM conditions to deliver improved customer recovery outcomes.
  • Develop and implement the Customer Journey Operations strategy to improve productivity,
  • Provide leadership to the management group and the wider team during the implementation of strategic change initiatives, improvement projects and process changes to ensure the team are set up for success and improvements are realised.
  • Drive a performance culture via bestpractice performance management frameworks, implementation of key performance indicators pd manager customer journey ops v3 and a performance management system that drives improvement and best practices
  • Lead continuous improvement initiatives and projects and implement change with operational teams ensuring execution against program milestones.

We are seeking an experienced aviation professional willing to be based full time from our Head Office located in Melbourne.

Skills and experience will ideally include:

  • Business or Aviation Degree or equivalent industry experience.
  • Strong experience in Airline Operations, Transport Operations and/or Airline Customer Experience.
  • Well demonstrated experience leading a team.
  • Proven track record of driving business performance through strategic, and tactical planning competence and implementation.
  • Experience in working in a large, complex organisation.
  • High level of problem solving and analytical skills.
  • Good understanding of technology, and the development of data visualisation, insights to support decision making.
  • Proven experience in managing crossfunctional initiatives and stakeholders.
  • Strong negotiation, communication, organisational and influencing skills at senior levels.

What's in it for you

  • Our team members enjoy access to unlimited heavily discounted fares to destinations all over the world not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
  • Access to a range of salary packaging and leave benefits.
  • As a member of the Qantas Group, you will have the opportunity to build a career across multiple functions, locations and airlines.
  • Structured programs and resources to support your health and wellbeing and development.
  • Talk to us about how we can make this role work flexibly for you such that you can achieve your potential.

About Jetstar
The Jetstar Group is one of the largest low-cost airline groups in the Asia Pacific by revenue and