Head of Customer Recovery

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.

• Lead the creation and execution of Qantas’ customer recovery strategy, directly influencing how millions of passengers experience disruptions. 
• Transform customer insights into actionable programs that turn disrupted journeys into positive experiences and loyal advocacy. 
• Permanent role based at our Mascot Campus in Sydney
• Open to sponsorship

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.  

Join Qantas in a pivotal leadership role as Head of Customer Recovery, where you’ll shape and drive the strategy for managing delays and disruptions across our Integrated Operations Centre (IOC) and Regional Operations Centre (ROC). This senior position leads a team of experienced professionals dedicated to ensuring our customers receive exceptional care during operational challenges. You’ll oversee the development and execution of customer care, baggage handling, and advocacy strategies, aligning these with Qantas’ operational objectives to deliver a seamless travel experience. 

This role has accountability for the end to end customer recovery, disruption management & customer advocacy functions (including complaint management, accessibility and policy).

As the voice of the customer, you’ll transform insights into actionable programs that enhance the end-to-end journey and turn disrupted experiences into opportunities for advocacy. From implementing innovative recovery initiatives to ensuring rapid, empathetic resolution of issues, your work will make a tangible impact on customer satisfaction and loyalty.  

You’ll have – 

• 15+ years of senior executive leadership experience within large, complex matrix organisations. 
• Postgraduate qualifications in business (MBA highly advantageous) and tertiary qualifications in commerce, business, or a related discipline. 
• Proven track record in leading large-scale transformation and change programs across multiple business units. 
• Ability to drive results in fast-paced, continually changing environments. 
• Demonstrated capability to collaborate and build effective teams across traditional organisational boundaries. 
• Expertise in strategy development and execution, with advanced planning and decision-making skills. 
• Strong stakeholder management and influencing skills at senior executive level, including negotiation for positive outcomes. 
• Advanced ability in analytical problem-solving, report preparation, and presentation of high-level reports, budgets, and strategic plans. 

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. 

Applications close: Sunday 8th February 

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