▷ Urgent Search Senior Manager Contact Centre Operations and Platforms

Job Description

- Own the performance of Jetstar’s outsourced Contact Centres across the Philippines, Japan, and Malaysia, managing 500–600 FTE and delivering multilingual support in English, Japanese, Chinese, and Korean.
- Champion the evolution of Jetstar’s Customer Platforms, including Salesforce CRM/Knowledge, cutting-edge AI technologies, and the Genesys contact centre platform.
- Melbourne CBD location

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take off at work, and in life.

As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.

Take off with your next opportunity. Jetstar is on the lookout for a visionary leader to take charge of our Global Customer Care operations in the Senior Manager Contact Centre Operations and Platforms role. This high-impact role offers full P&L ownership and the chance to steer the performance of our outsourced service and sales providers across dynamic Contact Centres in the Philippines, Japan, and Malaysia. With 500–600 FTE under your leadership, you’ll be the driving force behind day-to-day operations, ensuring every interaction delivers exceptional value and aligns with Jetstar’s strategic goals.

You’ll also be at the forefront of transforming Jetstar’s Customer Platforms—leading innovation across Salesforce CRM/Knowledge, our cutting-edge AI suite, and the Genesys contact centre platform.

As Senior Manager Contact Centre Operations and Platforms, your focus will include:

- Own and drive the strategic vision for Conversational AI, Agent Tooling, and Contact Centre Enablement platforms, aligning roadmaps with Jetstar’s customer strategy and business goals.
- Deliver on the business case for platform enhancements and act as a key conduit between Jetstar’s technology stack and the broader Jetstar/Qantas ecosystem, identifying cross-platform opportunities for automation, AI, and CX improvement.
- Lead performance and vendor relationships across outsourced/offshored Contact Centres (600+ FTE) in multiple languages (English, Japanese, Korean, Chinese), ensuring contracted KPIs and revenue targets are met.
- Drive profitable day-to-day operations across flights, ancillary, trade/groups sales and servicing, while developing strategies to boost self-service and improve commercial and customer outcomes.
- Oversee budget, contracts, and service levels within Performance-Based Supply Agreements, ensuring compliance with Jetstar/Qantas legal and change governance requirements.
- Manage contact centre learning and quality frameworks, building robust processes to improve First Contact Resolution, Customer Satisfaction, and ease of interaction.
- Build strong relationships across Jetstar and Qantas departments (Digital, IT, Finance, Procurement, Operations) and external suppliers to deliver best-in-class customer experience.
- Mentor and develop a high-performing team, manage forecasts and budgets, and ensure all decisions are made with commercial oversight and strategic alignment.

About You

We’re searching for someone who:

- Tertiary qualifications in Business or equivalent industry experience, with a strong foundation in customer operations and commercial strategy.
- Extensive Contact Centre leadership experience, including oversight of outsourced and offshored teams exceeding 600 FTE across multilingual environments.
- Proven expertise in customer service technologies, including CRM systems (e.g., Salesforce), AI/chatbots, and knowledge management platforms.
- Strong stakeholder engagement skills, with a track record of collaborating across internal teams, service partners, and vendors to deliver customer excellence.
- Hands-on experience managing critical contact centre platforms, ensuring stability, scalability, and alignment with business goals.
- Comfort working in fast-paced, dynamic environments, with the agility to adapt and lead through change.
- Experience leading geographically dispersed, multicultural teams, fostering inclusion and high performance across borders.
- Background in aviation, airline, or travel systems is highly regarded, bringing valuable industry insight to Jetstar’s customer operations.

Applications close Sunday 19th October

Your Life At Jetstar Is Unlike Any Other

Put the craft in aircraft: There’s a new fleet of A321LR NEO’s waiting for your arrival. Beyond Jetstar, our teams get exposure to projects related to the Qantas Group’s A320/1, B787 and A321 Freighters.

Live the travel dream: You and your nominated travel companions can take off more with our famous Qantas Group Staff Travel discount.

Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take off together and find ways to help their teammates soar.

There’s a place for everyone at Jetstar: For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly. We welcome applications from anyone who wants to take off with us. If you have support or access requirements, just reach out and let us know what you need.

We’re Jetstar. Let’s take off together

We can’t wait to hear from you. Apply now

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