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Head of Operations, Guest Contact Centres: Lead the Way to Exceptional Guest Experiences

2 months ago

Brisbane, Queensland, Australia Virgin Australia Airlines Full time
About the Role

We're seeking a seasoned leader to spearhead the evolution of our Guest Contact Centres, driving digital transformation and modernizing our operations to create unforgettable guest experiences.

Key Responsibilities
  • Design and lead a high-performing team culture across the Guest Contact Centres, fostering a one-team approach to deliver business, customer, and people successes.
  • Lead digital transformation, modernizing operations, and evolving operating models to create experiences that exceed guest expectations.
  • Develop and execute strategies to drive business growth, improve customer satisfaction, and enhance employee engagement.
  • Collaborate with stakeholders to identify and prioritize initiatives, ensuring seamless execution and measurable results.
  • Build and maintain strong relationships with peers, stakeholders, and partners, promoting a culture of inclusivity and respect.
Requirements
  • Proven industry leadership experience, with a track record of inspiring teams and driving business results.
  • Successful digital transformation experience in an operational or contact centre environment.
  • Experience in building and leading multi-channel contact centres, with a focus on delivering exceptional customer experiences.
  • Strong communication and stakeholder management skills, with the ability to execute and leverage the capabilities of direct reports and others.
  • Senior leadership experience in a large organization, including accountability for third-party vendor contracts and relationships.
  • Strategic thinking, with the ability to introduce innovative ideas and anticipate market changes to mitigate operational impacts.
  • Deep understanding of commercial drivers for contact centres and the ability to execute strategies that drive business growth and customer satisfaction.
About Us

Virgin Australia Airlines is a dynamic company that values diversity, inclusion, and employee well-being. We offer a range of benefits, including discounted flights, travel insurance, and access to a wellbeing app. We're committed to creating a workplace that's inclusive and respectful, where everyone can thrive.