Operations Manager, Canberra Airport

Lead and manage the daily operations of a regional airport, to achieve the Airports strategic goals
- Located at Canberra Airport on a Permanent full-time basis
- Challenge yourself in this dynamic leadership opportunity

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are. Today, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry.

The services in our airports are the heart of the Qantas product and customer service experience. Right across airport terminals, our people make it happen for our customers. Airports are the heart of our operation. It’s here people connect with the spirit of Australia - from the confidence of seeing and interacting with our pilots, crew and ground staff, to the sheer awe that comes from watching our planes take off and land. Our experience sets us apart. Our team is made up of people who understand our business inside and out, fresh faces with brand new perspectives, and experts from different fields who challenge us to do things differently.

As an Operations Manager, you will be responsible for the management of the Customer Service department and the development and implementation of short and long term strategic improvement and change initiatives. This position requires the delivery of agreed service standards for Qantas within defined financial, operational, people, safety and compliance objectives.

You will also be responsible for driving strategy design and continuous improvement by challenging existing business practices to enhance sustainability and efficiency and managing for all third-party Client Airlines and have accountability for all Customer Service issues relating to the contracting agreements with Qantas. In addition, this position ensures the Customer Service teams are meeting Client Airlines SLAs and minimum standards which includes meeting operational standards and addressing staff related issues.

You’ll have
- Management experience in an operational environment with significant people management responsibility.
- Demonstrated people and leadership skills including employee development, conflict resolution and negotiation skills.
- Working knowledge of industrial relations practices and human resources policies and procedures.
- Demonstrated success in managing disputes, grievances, investigations and performance management.
- Strong stakeholder management skills with a proven track record of collaboration across business units, functions and teams.
- Strong analytical and problem-solving skills with intermediate to advanced level literacy in Microsoft Office suite.
- Excellent written and verbal communication skills.
- Ability to use discretion and maintain confidentiality.
- Highest standards of personal presentation and professional conduct.
- Demonstrated commitment to customer service excellence and continuous improvement philosophy.
- Commercially focused with the ability to correctly assess the impact of decisions on business outcomes.
- Ability to work under pressure and meet strict deadlines with a proven track record of achieving KPI targets.
- Proven record of successfully managing change and implementing continuous improvement activities.
- Working knowledge of the Amadeus systems and WorldTracer/BagAssist is desirable.
- Demonstrated commitment to managing a safe workplace.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.
- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
- We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and