Lounge Operations Excellence Specialist

7 days ago

Brisbane, Queensland, Australia beBeeOperator Full time $90,000 - $120,000

Job Summary

The Lounge Process and Systems Advisor plays a pivotal role in driving operational excellence and enhancing lounge experiences. This diverse role requires leading process improvements, implementing innovative technologies, and providing expert guidance to team members.

Main Responsibilities

  • Manage the lounge operations inbox, ensuring timely and efficient responses to all related enquiries.
  • Project Management coordinate all lounge related projects ensuring effective planning, governance and compliance.
  • Identify, document, and continuously improve lounge processes to align with Ground Operations and brand experience standards.
  • Introduce, implement and oversee new technologies and operational efficiencies to drive continuous improvement and enhance lounge performance.
  • Support the ongoing development of team by providing training, guidance, and opportunities for upskilling.
  • Conduct regular operational reviews to assess performance, identify gaps, and recommend improvements.
  • Map and manage end-to-end lounge workflows, maintaining up-to-date process documentation and aligning systems with broader strategy.
  • Analyse feedback and support change management to refine processes architecture and ensure operational readiness for new products, systems, and upgrades.
  • Monitor system performance metrics and maintain strong relationships with vendors, tech stakeholders, and internal users.
  • Contribute lounge systems and process expertise to support contract reviews, partner negotiations, and the integration of new products and service offerings.

Key Requirements

  • 5+ years' experience in airline, lounge, contact centre, or customer experience operations.
  • Previous exposure to airline systems or GCC tools such as Sabre, Genesys, or CRM platforms.
  • Proven ability to document and map processes and coordinate change initiatives effectively.
  • Experience managing or supporting operational systems in a fast-paced environment.
  • Process-driven with a strong ability to prioritise and deliver tasks within competing deadlines.
  • Demonstrated background in handling customer or member enquiries and resolving operational issues.
  • Strong stakeholder management skills, with the confidence to challenge existing processes to drive innovation and improvement.

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