Senior Manager, Transformation, Delivery

3 weeks ago

Sydney, New South Wales, Australia Qantas Full time
Overview

Senior Manager, Transformation, Delivery & Optimisation at Qantas Loyalty. Lead ongoing and long-term delivery and optimisation of the customer experience across Sales & Customer Operations. Responsible for prioritising and delivering initiatives through management of the team roadmap to drive improved customer outcomes in QL's Contact Centres, transforming the customer servicing proposition and experience. Manage resourcing and business needs based on data analysis, pain points and customer insights. Align priorities with tribe initiatives through stakeholder collaboration. Translate and deliver tribe-led initiatives into QL's Business to customers Sales and partnership Contact Centres (e.g., launching of new propositions, incremental changes, integrations with third-party products/services). Lead selection, delivery and optimisation of platforms across Sales & Customer Operations.

You'll Have
  • +7 years in operations or contact centre/BPO including 3 years of project delivery (including operational/service projects) with 2 years in a strategy and/or project management role
  • Appropriate tertiary qualifications in technology or related discipline; preferably with a post-graduate business qualification
  • Sound knowledge of frontline business and processes (contact centre preferred)
  • Demonstrated workflow optimisation
  • Experience in business analysis, process mapping and gathering user requirements
  • Experience in developing, managing and prioritising roadmaps
  • Proven continuous improvement mindset
  • Experience in Change management and digital/customer-led transformation
  • Experience working closely with a range of business stakeholders
  • Practical hands-on experience in Agile
  • Strategic planning: long-term planning, reporting, forecasting and capacity planning
  • People leadership with cross-functional collaboration
  • Attention to detail and time/schedule management to meet deadlines
  • Effective communication: tailor messages to audience and present engagingly
  • Operational decision-making in dynamic, fast-paced service/sales environment
Why Qantas?

You'll join a team where creativity and passion are encouraged. We support development and offer training opportunities. We've got a track record of helping people move in various directions within the company. The Qantas employee benefits program offers travel and other benefits.

Benefits
  • Travel benefits: heavily discounted air travel for you, family and friends, plus exclusive deals on accommodation and holidays
  • Flexible leave options: 18 weeks paid parental leave and ability to purchase additional paid leave for eligible employees
  • Rewards access: discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment; salary packaging options
  • Wellbeing support: wellbeing app and tailored nutrition plan

Qantas is an equal opportunity employer. We encourage Aboriginal and Torres Strait Islander peoples and people from all backgrounds to apply. If you have support or access requirements, please advise at time of application. Personal information will be kept confidential in compliance with privacy legislation.

Applications close: 18 September 2025


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