Senior Manager Contact Centre Operations and Platforms
Senior Manager Contact Centre Operations and Platforms
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Job Description
- Own the performance of Jetstars outsourced Contact Centres across the Philippines Japan and Malaysia managing 500600 FTE and delivering multilingual support in English Japanese Chinese and Korean.
- Champion the evolution of Jetstars Customer Platforms including Salesforce CRM/Knowledge cutting-edge AI technologies and the Genesys contact centre platform.
- Melbourne CBD location
Love travel and passionate about all things aviation. Youre in the right place. At Jetstar you get to takeoff at work and in life.
As a team were lucky we get to do both for a living and we want you to be part of where we go next. Helping our teammates soar is what were all about. And with a new fleet of state-of-the-art aircraft plus new routes being added the skys the limit.
Takeoff with your next opportunity
Jetstar is on the lookout for a visionary leader to take charge of our Global Customer Care operations in the Senior Manager Contact Centre Operations and Platforms role. This high-impact role offers full P&L ownership and the chance to steer the performance of our outsourced service and sales providers across dynamic Contact Centres in the Philippines Japan and Malaysia. With 500600 FTE under your leadership youll be the driving force behind day-to-day operations ensuring every interaction delivers exceptional value and aligns with Jetstars strategic goals.
Youll also be at the forefront of transforming Jetstars Customer Platformsleading innovation across Salesforce CRM/Knowledge our cutting-edge AI suite and the Genesys contact centre platform.
As Senior Manager Contact Centre Operations and Platforms your focus will include:
- Own and drive the strategic vision for Conversational AI Agent Tooling and Contact Centre Enablement platforms aligning roadmaps with Jetstars customer strategy and business goals.
- Deliver on the business case for platform enhancements and act as a key conduit between Jetstars technology stack and the broader Jetstar/Qantas ecosystem identifying cross-platform opportunities for automation AI and CX improvement.
- Lead performance and vendor relationships across outsourced/offshored Contact Centres (600 FTE) in multiple languages (English Japanese Korean Chinese) ensuring contracted KPIs and revenue targets are met.
- Drive profitable day-to-day operations across flights ancillary trade/groups sales and servicing while developing strategies to boost self-service and improve commercial and customer outcomes.
- Oversee budget contracts and service levels within Performance-Based Supply Agreements ensuring compliance with Jetstar/Qantas legal and change governance requirements.
- Manage contact centre learning and quality frameworks building robust processes to improve First Contact Resolution Customer Satisfaction and ease of interaction.
- Build strong relationships across Jetstar and Qantas departments (Digital IT Finance Procurement Operations) and external suppliers to deliver best-in-class customer experience.
- Mentor and develop a high-performing team manage forecasts and budgets and ensure all decisions are made with commercial oversight and strategic alignment.
About You
Were searching for someone who:
- Tertiary qualifications in Business or equivalent industry experience with a strong foundation in customer operations and commercial strategy.
- Extensive Contact Centre leadership experience including oversight of outsourced and offshored teams exceeding 600 FTE across multilingual environments.
- Proven expertise in customer service technologies including CRM systems (e.g. Salesforce) AI/chatbots and knowledge management platforms.
- Strong stakeholder engagement skills with a track record of collaborating across internal teams service partners and vendors to deliver customer excellence.
- Hands-on experience managing critical contact centre platforms ensuring stability scalability and alignment with business goals.
- Comfort working in fast-paced dynamic environments with the agility to adapt and lead through change.
- Experience leading geographically dispersed multicultural teams fostering inclusion and high performance across borders.
- Background in aviation airline or travel systems is highly regarded bringing valuable industry insight to Jetstars customer operations.
Applications close Sunday 19th October
Your Life At Jetstar Is Unlike Any Other
Put the craft in aircraft: Theres a new fleet of A321LR NEOs waiting for your arrival. Beyond Jetstar our teams get exposure to projects related to the Qantas Groups A320/1 B787 and A321 Freighters.
Live the travel dream: You and your nominated travel companions can takeoff more with our famous Qantas Group Staff Travel discount.
Make work feel like a holiday: Join a fun driven team where work feels like a holiday. Our people take every opportunity to takeoff together and find ways to help their teammates soar.
Theres a place for everyone at Jetstar: For us travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative innovative and solve problems quickly. We welcome applications from anyone who wants to takeoff with us. If you have support or access requirements just reach out and let us know what you need.
Were Jetstar. Lets takeoff together
We cant wait to hear from you. Apply now
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
