Senior Manager, Transformation, Delivery

Job Description

• Challenge yourself to implement Transformation, Delivery and Optimisation solutions for Qantas Loyalty
• Permanent full-time role based at our Corporate Campus in Mascot

Working in Qantas Loyalty is exciting and fast moving. We love what we do and look forward to what we might create for the future. Being part of a business that's constantly changing challenges us to think and move on our feet quickly. Our agile way of working enables us to be responsive to business requirements and helps us to deliver exceptional outcomes. By taking the time to recognise and reward our members, we build stronger relationships with the people who matter most.

Playing a key leadership role within Sales & Customer Operations, the Senior Manager, Transformation, Delivery & Optimisation role is accountable for driving the ongoing and long-term delivery and optimisation of the customer experience across the Sales & Customer Operations team. This position is responsible for prioritising and delivering initiatives through management of the team roadmap (both tribe and team led) to drive improved customer outcomes throughout QL's Contact Centres and will be responsible for delivering initiatives to transform QL's customer servicing proposition and experience. This includes prioritisation of resourcing and business needs, based on various requirements as a result of identifying opportunities through data analysis, pain points and customer insights.

The priority of initiatives needs to be balanced against the tribe initiatives, and so management with stakeholders to align on priorities is essential to this role.

Through proactive engagement this role is also accountable for the translation and delivery of tribe led initiatives into the QL's Business to customers Sales and partnership Contact Centres (e.g. launching of new propositions, incremental changes to existing propositions, integration with 3rd parties' products and services). This position is also pivotal in the selection delivery and optimisation of platforms across Sales & Customer Operations (e.g. systems and tools).

You'll have:

• +7 year operations or contact centre/BPO including 3 year project delivery (including operational/service projects) with 2 years spent in a strategy and/or project management role
• Appropriate tertiary qualifications in technology or a related discipline are expected, preferably with a post-graduate business related qualification.
• Sound knowledge of frontline business and processes (contact centre preferred)
• Demonstration 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 and customer-led transformation
• Experience working closely with a range of business stakeholders
• Practical hands on experience in Agile
• Strategic planning: Ability to conduct long term planning, reporting, forecasting and capacity planning
• People Leadership skills with experience collaborating with cross-functional teams
• Attention to detail and ability to manage time and schedules to meeting deadlines
• Effective communication: Tailor information/message to a specific audience and present it in an engaging manner
• Operational decision-making: Ability to respond quickly and effectively in a dynamic and fast –paced service/sales environment

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 18 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 entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer, so by coming to work for us, you'll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. We will then work with you to identify the best way to assist you through the recruitment process. Your personal information will be kept confidential in compliance with relevant privacy legislation. Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close: 18 September 2025