Manager Operational Design & Readiness

• Lead operational design, readiness and continuous improvement across Customer Care & Recovery  
• Shape how strategic initiatives are designed, delivered and embedded across customer servicing, recovery and disruption operations  
• Permanent opportunity based in Mascot 

Customer Care & Recovery (CC&R) is seeking a Manager Operational Design & Readiness to lead the function responsible for operational design, readiness, capability uplift and continuous improvement across customer servicing, recovery and disruption operations. 

Leading a team of Business Analysts and Support Analysts, you will shape how strategic initiatives are designed, delivered and embedded across the operation. Working at the intersection of operations, learning, digital and change, you will oversee the intake and prioritisation of work, influence solution design, establish readiness requirements and ensure initiatives deliver sustainable outcomes for customers, consultants and the business. 

You will partner closely with operational leaders, Digital, Learning & Development and project stakeholders to translate business priorities into practical operational solutions. From operating model design and capability uplift to implementation readiness and continuous improvement, you will play a key role in helping CC&R adopt change successfully and realise long-term business benefits. 

You’ll have: 

• Experience within customer operations, contact centres, digital services, learning or similarly complex service environments.  
• Proven ability to translate business needs into practical operational solutions that improve customer, consultant and business outcomes. 
• Demonstrated experience leading teams, building capability and delivering outcomes through others.  
• Strong stakeholder engagement and influencing skills, with the ability to align diverse teams and senior leaders.  
• Experience shaping and embedding business initiatives, balancing competing priorities and managing operational impacts.  
• Strong analytical and problem-solving skills, with the ability to translate insights into practical solutions.  
• Exposure to change, Agile, project delivery or continuous improvement methodologies will be highly regarded. 

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.   

Qantas employees also get to enjoy an amazing benefits program including: 

• 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. 
• 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 also 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.    

Applications close Monday, 14 September 2026. 

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