About the job

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 businesses that support the overall operations of the Group. 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.

Job Description

• Lead enterprise-wide programs that directly shape customer experience across contact centres, advocacy and disruption management
• Build and enable a high-performing delivery team while driving continuous improvement, innovation and smarter, data-led decision making
• 9-month fixed term contract based at our Mascot Campus

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

The Senior Manager, Execution & Enablement is a key leadership role within the Customer Care & Recovery portfolio, responsible for turning strategy into clear, executable outcomes across Customer Journey Operations, Global Contact Centres, Customer Advocacy and Disruptions. The role oversees the end-to-end delivery of complex programs, ensuring initiatives are delivered on time, within scope and aligned to budget, while maintaining strong governance, quality and compliance. It establishes effective delivery frameworks, leads portfolio processes including initiative intake, quarterly planning and a three-year roadmap, and drives continuous improvement to support operational excellence and responsiveness to evolving business needs.

As a senior leader, the role builds and enables a high-performing team of Program Delivery Managers and Senior Analysts, setting clear expectations and fostering a collaborative, delivery-focused culture. Acting as the link between executive leadership and delivery teams, it provides strategic direction, manages escalations and ensures alignment with enterprise priorities, using data and insight to optimise outcomes and improve customer experience.

You’ll have –

• 12+ years’ experience in program management, delivery, transformation or related senior leadership roles.
• Bachelor’s degree (or equivalent practical experience).
• Program/Project Management certification (e.g., PRINCE2, Scrum Master, Agile PM).
• Proven people leader with experience building, developing and inspiring high-performing teams in complex, fast-paced environments.
• Advanced portfolio delivery capability across large, multi-stream programs: strategic planning, governance, execution and resource management.
• Strong analytical and problem-solving skills, using data, insights and sound judgement to drive measurable business outcomes.
• Exceptional stakeholder management, influencing and communication skills—able to align senior executives, leaders and cross-functional teams.
• Strong risk and financial management capability (issue resolution, budgeting/forecasting, cost control, benefits realisation) plus proficiency with delivery tools (e.g., Clarity, Jira, Miro) and continuous improvement/operating rhythm (intake, planning, reporting) to deliver customer-focused 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.

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.

• Lead enterprise-wide programs that directly shape customer experience across contact centres, advocacy and disruption management
• Build and enable a high-performing delivery team while driving continuous improvement, innovation and smarter, data-led decision making
• Oversees the end-to-end delivery of complex programs, ensuring initiatives are delivered on time, within scope and aligned to budget, while maintaining strong governance, quality and compliance.
• Establishes effective delivery frameworks, leads portfolio processes including initiative intake, quarterly planning and a three-year roadmap, and drives continuous improvement to support operational excellence and responsiveness to evolving business needs.
• Builds and enables a high-performing team of Program Delivery Managers and Senior Analysts, setting clear expectations and fostering a collaborative, delivery-focused culture.
• Provides strategic direction, manages escalations and ensures alignment with enterprise priorities, using data and insight to optimise outcomes and improve customer experience.

• Program management
• Delivery
• Transformation
• People leadership
• Building, developing and inspiring high-performing teams
• Portfolio delivery capability
• Strategic planning
• Governance
• Execution
• Resource management
• Analytical and problem-solving skills
• Data and insight utilization
• Stakeholder management
• Influencing skills
• Communication skills
• Risk management
• Financial management
• Issue resolution
• Budgeting/forecasting
• Cost control
• Benefits realisation
• Proficiency with delivery tools (e.g., Clarity, Jira, Miro)
• Continuous improvement
• Operating rhythm (intake, planning, reporting)

• 12+ years’ experience in program management, delivery, transformation or related senior leadership roles.
• Bachelor’s degree (or equivalent practical experience).
• Program/Project Management certification (e.g., PRINCE2, Scrum Master, Agile PM).