Manager Continuous Improvement

Lead and deliver continuous improvement initiatives across the Seat Ancillaries portfolio, including seating logic, chargeable seating, paid upgrades, and related policies
- Utilise best-practice process improvement methodologies to design innovative solutions that enhance operational efficiency and customer outcomes
- Permanent position based at our Mascot Campus

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. We've always been pioneers, and we're proud to see that spirit in our people. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

Reporting to the Senior Manager Seat Ancillaries, the Manager Continuous Improvement is responsible for leading and executing continuous improvement initiatives for the Seat Ancillaries team, covering seating logic, chargeable seating, paid upgrades and associated policies. Responsible for developing and executing improvement plans in partnership with the Ancillary Product Managers, this role will utilise best-practice process improvement models to design and implement innovative solutions that improve the efficiency and effectiveness of the Seat Ancillary portfolio, ultimately driving better customer outcomes.

This role involves leading teams of internal stakeholders to review and analyse existing products based on customer, operational and commercial feedback, identify gaps and opportunities for improvement, design and implement product and process improvements, and track performance metrics. The Manager Continuous Improvement will drive and embed a culture of continuous improvement in order to drive innovation and generate tangible results, in the short, medium and long-term.

You'll have
- 6-10 years of experience in a similar role
- Tertiary qualification - Business degree or related field (preferred
- Customer Experience Excellence: Demonstrated passion for delivering outstanding customer service by designing and implementing customer-centric strategies that drive satisfaction, loyalty, and measurable business outcomes.
- Problem Solving and Communication: Strong analytical thinking combined with excellent communication skills, enabling effective identification of issues, development of innovative solutions, and stakeholder engagement at all levels of the organisation.
- Change Management: Proven ability to lead and manage change initiatives in dynamic environments, including stakeholder alignment, risk management, and embedding new ways of working across teams.
- Process Optimisation: Experience in analysing and improving operational processes or products to increase efficiency and effectiveness, enhance service delivery and improve commercial outcomes.

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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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.

Be a part of something special and play your part in the Qantas story - get in touch today.

Applications close: Thursday 31st July 2025

About us

Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic and international airline. Qantas has a range of subsidiary busin