Background information about the job or company

Drive the future of customer servicing by shaping channel performance and influencing customer behaviour. Collaborative Leadership: Work across Digital, Purchasing, and Data teams to deliver innovative self-service and digital solutions. Optimise the workflow, influence change and continuously improve the experience. Permanent role 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, Voice & Chat Experience is a pivotal leadership role within the Customer Care & Recovery portfolio, responsible for optimising performance across voice, chat, email, and social channels within the Qantas contact centre network. Reporting to the Head of Customer Operations & Channel Optimisation, you’ll leverage insights on key engagement drivers (such as baggage, refunds, and booking changes) to improve channel mix, enhance the customer experience, and deliver cost efficiencies. In this role, you’ll analyse data trends, interpret insights, and develop strategies that shape customer behaviour and improve service outcomes. Working within a matrixed environment, you’ll partner with Digital and Purchasing teams to enhance self-service capabilities and deliver innovative digital solutions for agent-assisted channels. To succeed, you’ll need exceptional analytical skills, strong commercial acumen, and the ability to influence stakeholders while balancing customer needs with operational efficiency and cost optimisation.

Qualifications or requirements

You’ll have –

• 10+ years’ experience in contact centre operations, channel management, or customer experience leadership roles.
• Tertiary qualifications in Business, Operations Management, or a related discipline.
• Proven ability to design and implement strategies for voice, chat, email, and social channels, balancing customer experience with cost efficiency.
• Advanced analytical capability to interpret data, forecast trends, and leverage insights from metrics such as Contact Propensity.
• Strong commercial acumen with experience in cost optimisation, budgeting, and linking channel performance to business outcomes.
• Exceptional stakeholder engagement and influence skills, with the ability to lead through a matrixed environment and drive alignment across teams.
• Expertise in contact centre platforms (e.g., Genesys), CRM systems (e.g., Salesforce), and analytics tools (e.g., Power BI, Tableau).
• Demonstrated success in leading transformation initiatives, embedding continuous improvement, and managing organisational change.

Experience needed

10+ years’ experience in contact centre operations, channel management, or customer experience leadership roles.

Any other provided details

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.

• Optimising performance across voice, chat, email, and social channels within the Qantas contact centre network.
• Leverage insights on key engagement drivers (such as baggage, refunds, and booking changes) to improve channel mix, enhance the customer experience, and deliver cost efficiencies.
• Analyse data trends, interpret insights, and develop strategies that shape customer behaviour and improve service outcomes.
• Partner with Digital and Purchasing teams to enhance self-service capabilities and deliver innovative digital solutions for agent-assisted channels.
• Design and implement strategies for voice, chat, email, and social channels, balancing customer experience with cost efficiency.
• Lead transformation initiatives, embed continuous improvement, and manage organisational change.

• Exceptional analytical skills
• Strong commercial acumen
• Ability to influence stakeholders
• Advanced analytical capability to interpret data, forecast trends, and leverage insights from metrics such as Contact Propensity.
• Strong commercial acumen with experience in cost optimisation, budgeting, and linking channel performance to business outcomes.
• Exceptional stakeholder engagement and influence skills
• Ability to lead through a matrixed environment and drive alignment across teams.
• Expertise in contact centre platforms (e.g., Genesys), CRM systems (e.g., Salesforce), and analytics tools (e.g., Power BI, Tableau).

• Tertiary qualifications in Business, Operations Management, or a related discipline.
• Proven ability to design and implement strategies for voice, chat, email, and social channels, balancing customer experience with cost efficiency.
• Demonstrated success in leading transformation initiatives, embedding continuous improvement, and managing organisational change.