About Qantas
Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic and international airline. The Qantas Group's main business is the transportation of customers and freight using two complementary airline brands – Qantas and Jetstar – operating regional, domestic and international services.
About the Role
A permanent opportunity based at Qantas' Mascot Head Office to leverage data, insights and AI to enhance customer outcomes and uplift quality and compliance across a large-scale operation. The Customer Care & Recovery (CC&R) team plays a critical role in supporting customers through disruptions, advocacy cases and service interactions. The Manager, Business Improvement – Contact Centres will drive the quality, compliance and continuous improvement strategy that underpins every customer interaction across the function.
Essential Requirements
- Experience leading business improvement initiatives and partnering with stakeholders to deliver customer-focused outcomes
- Demonstrated project management skills and the ability to manage multiple priorities
- Experience driving business improvement, innovation, transformation and cultural change initiatives
- Strong communication and influencing skills, with the ability to build effective relationships across a diverse stakeholder group
- Experience using data, technology and emerging capabilities to improve processes, performance and customer outcomes
- Experience within customer operations or service delivery environments
Why Qantas?
You'll join a team where creativity and passion are encouraged, with many opportunities across the team to grow both personally and professionally.
- Locations
- Mascot, Sydney, New South Wales, Australia
- Timezones
- Worldwide