Senior Manager Ground Customer Experience

• Lead highimpact product strategy that shapes the endtoend customer experience for one of Australias most iconic brands 
• Own and evolve complex customerled products at scale with the autonomy to innovate and deliver measurable value across the Qantas Group  
• Permanent role based at our Mascot Campus 

At Qantas our customer offering defines how we deliver seamless endtoend travel experiences across every stage of the journey. It brings together a broad range of products and services that balance customer expectations with strong commercial outcomes playing a critical role in how the Qantas brand is experienced every day. 

As Senior Manager Ground Customer Experience youll provide strategic direction across this space turning insight into clear priorities and meaningful outcomes. This role is focused on setting direction making informed tradeoffs and mobilising teamsusing a deep understanding of customers the market and the commercial environment to create experiences that genuinely resonate. 

Youll also influence decisions at the enterprise level partnering with senior leaders to shape the customer proposition and guide key commercial choices. With accountability for performance value and capability youll balance commercial discipline with innovation building strong partnerships and a highperforming team to continuously lift outcomes for customers and the business. 

Youll have  

• 10 years experience in senior product management roles with deep experience in the airline industry 
• Proven ability to lead endtoend product discovery strategy and prioritisation using customercentred approaches 
• Strong expertise in customer research insights problem solving and translating strategy into delivery 
• Demonstrated experience facilitating workshops and collaborating effectively across crossfunctional teams 
• Advanced commercial capability including P&L ownership forecasting driverbased models and budget management 
• Extensive experience managing suppliers and partners including commercial negotiation and performance management 
• Strong operational leadership with the ability to influence senior stakeholders and navigate complex environments 
• Confident communicator with experience presenting to executive forums and working within group and regulatory frameworks 

Why Qantas  

Youll 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 youll 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. Youll 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 weve 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. 

• Well 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. 

• Well support your wellbeing: Whether its 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 committed to providing a working environment that embraces and values diversity and inclusion. 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. 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 Sunday 19th April

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. 

Remote Work :

No

Employment Type :

Full-time