Jobs at Qantas

Leads marketing operations capability, capacity, workflow, platform architecture, and transformation across Qantas Loyalty and the broader Qantas Group. Oversees campaign delivery across planning, media, analytics, creative, and production; manages the MarTech ecosystem; improves processes, capacity, and campaign velocity; and directs cross-functional teams through operational challenges. The role requires senior leadership, complex workflow management, analytical problem-solving, and the ability to influence stakeholders across a large marketing organization.

Leads the end-to-end quality, compliance, assurance, risk management, and continuous improvement framework for Qantas contact centre operations. Oversees in-house and outsourced teams, uses data, customer insights, analytics, and AI-enabled solutions to improve service delivery, strengthen controls, reduce risk, and enhance customer outcomes. The role also drives governance, business transformation, stakeholder alignment, performance measurement, and team capability development across complex customer operations.

Manage the Contact Centre business improvement strategy, including quality assurance, compliance, continuous improvement, and performance optimisation. Use data, analytics, and AI-enabled capabilities to identify risks, uncover trends, improve customer outcomes, and support decision-making. Lead transformation, innovation, and cultural change initiatives while partnering with operational leaders and stakeholders across a complex, multi-channel customer service environment.

Manage Qantas Loyalty’s direct and digital marketing strategy, including go-to-market planning, campaign execution, optimization, and performance analysis across email, SMS, and on-site or in-app channels. Develop campaigns that drive member engagement and exceed targets. Coach marketing coordinators and graduates, collaborate with Marketing, Operations, and Data & Analytics stakeholders, and promote continuous improvement in a fast-paced environment.

Develop and execute insight-led marketing strategies for Qantas Loyalty’s general insurance offering. Create actionable briefs, manage internal stakeholders and external partners, oversee compliant and on-brand channel activity, and optimise member engagement and commercial performance. Use analytics and performance reporting to refine marketing plans, support regulatory requirements, and drive continuous improvement.

Own the technical strategy, delivery, and ongoing management of Qantas’ conversational and agent-assist AI platform across web, mobile, IVR, messaging, LiveChat, and contact-center systems. Partner with digital product owners, vendors, technology teams, and stakeholders to deliver scalable AI solutions using GenAI, LLMs, RAG, and NLP. Ensure secure integrations, data governance, compliance, operational reliability, cost efficiency, and effective platform deployment.

Designs and maintains workforce resource models for Qantas Engineering’s maintenance network. Uses forecasting, statistical analysis, SQL, Power BI, and performance reporting to assess labour capacity, workforce capability, facility utilisation, and maintenance planning. Partners with planning, maintenance, operational, engineering, and corporate stakeholders to provide actionable insights, identify efficiency improvements, and support workforce planning and operational decision-making.

Lead Qantas’s Customer Specific Needs operation and specialist team supporting customers with complex accessibility requirements. Drive service performance, customer satisfaction, incident reduction, compliance, workforce planning, escalations, and continuous improvement. Partner with Medical, Legal, Airports, Engineering, Contact Centres, and Digital teams to deliver safe, inclusive travel outcomes. Manage operational change, reporting, stakeholder relationships, and regulatory requirements in a Monday-to-Friday role based at the Mascot Campus.

Own and deliver the Qantas Group accessibility roadmap, improving outcomes for customers with disabilities and supporting implementation of Aviation Disability Standards. Lead cross-functional transformation initiatives across airports, digital, customer experience, contact centres, and operations. Engage customers, advocacy groups, and government stakeholders; influence strategic decisions; embed inclusive design; and manage initiatives from strategy through implementation, governance, and benefits realization.

Leads e-commerce marketing strategy, campaign planning, partner relationships, and performance optimisation for Qantas Loyalty. Manages one direct report, identifies commercial growth opportunities, develops integrated campaign briefs, negotiates partner support, and collaborates with Finance, Product, Legal, agencies, and senior stakeholders. Coaches team members and ensures marketing initiatives deliver strong commercial returns and member engagement.

Develop and monitor long-term workforce and resource plans for Qantas airports and freight portfolios. Lead transformation initiatives, stakeholder engagement, and business partnering while overseeing workforce planners. Manage seasonal planning, monthly rosters, planning rules, and master roster creation. Use forecasting, scenario modeling, analytics, and cost-conscious resource strategies to improve operational efficiency, service outcomes, and workforce effectiveness.

Leads Qantas Ground Services frontline teams to achieve operational and people objectives. Manages employee performance, attendance, fitness for work, disciplinary matters, return-to-work programs, wellbeing, workforce compliance, safety outcomes, and day-of-operations escalations. The role develops team capability, engages stakeholders including HR, Industrial Relations, and unions, interprets workforce data, and drives continuous improvement in a regulated aviation environment.

Manage and optimize paid search campaigns across Google and Microsoft platforms, including campaign planning, tracking, execution, budget pacing, performance reporting, and revenue optimization. The role provides search strategy input, analyzes performance data, troubleshoots blockers, collaborates with Marketing and Commercial stakeholders, and translates technical insights into clear business recommendations. Experience with Google Shopping, AI-driven search features, LLMs, competitor tracking, measurement platforms, and product feed management is valuable.

Leads financial control, accounting, forecasting, reporting, governance, and compliance across Qantas business segments. Manages a large finance team, oversees profit and loss, balance sheet, and capital expenditure reporting, and partners with senior executives on commercial decision-making. The role also drives financial transformation, continuous improvement, stakeholder influence, capability development, and high-performance culture across the finance function.

Drives business strategy into IT and product initiatives for Qantas Loyalty. Analyzes customer journeys, business processes, industry trends, and data to identify improvements and define solutions. Gathers requirements, writes user stories and acceptance criteria, facilitates workshops and showcases, supports quality assurance and testing, and communicates features and processes to stakeholders. Works autonomously in an Agile environment while managing complex strategic problems, stakeholder expectations, deadlines, and change implementation.

Provides expert sales advice and support to Qantas travel agency partners on products, fares, ticketing, policies, and travel requirements. Resolves enquiries, promotes Qantas services, identifies sales opportunities, educates agencies on self-service tools, builds partner relationships, and collaborates with internal teams to deliver effective customer outcomes.

Lead an enterprise technology transformation program across organizational design, change management, technology, and property workstreams. Own the integrated plan, sequencing, governance, risks, dependencies, budget, benefits realization, and delivery outcomes. Establish consistent delivery frameworks, reporting standards, controls, and portfolio practices while guiding stream leads and resolving conflicts. Build high-performing teams, uplift delivery capability, and communicate program health, insights, and recommendations to senior executives in a complex, matrixed environment.

Lead enterprise-wide employee listening, engagement, culture, and organisational development initiatives across the Qantas Group. Analyze workforce and engagement data, develop executive insights and recommendations, partner with senior leaders and HR stakeholders, and drive measurable improvements in employee experience, organisational performance, leadership effectiveness, and culture. Manage complex programs from strategy through implementation and support continuous organisational change.

Partners with Qantas Loyalty teams to identify business needs and define technical solutions. Analyzes systems and architecture, documents requirements and user stories, supports Agile ceremonies and project estimation, facilitates communication across business and technology teams, manages risks and issues, identifies IT simplification opportunities, and investigates defects to improve solutions and quality.

Leads operational design, readiness, capability uplift, and continuous improvement across Qantas Customer Care and Recovery. Manages Business and Support Analysts, prioritizes initiatives, shapes operational solutions, establishes implementation readiness, and embeds change across customer servicing, recovery, and disruption operations. Partners with operational leaders, Digital, Learning and Development, and project stakeholders to improve customer and business outcomes.