Operations Manager, Access and Inclusion in Sydney

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. 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.

We are seeking an experienced Operations Manager, Access and Inclusion to lead our Customer Specific Needs operation, supporting customers with a wide range of accessibility and travel requirements while driving operational performance, compliance and continuous improvement. Reporting to the Manager Accessibility & Customer Policies, this role leads a team of Customer Specific Needs Consultants responsible for coordinating complex travel arrangements, including medical clearances, mobility assistance, service animals, oxygen requirements and stretcher cases.

You will be accountable for operational performance, customer outcomes, team leadership and regulatory compliance while partnering with stakeholders across the business to deliver safe, inclusive and customer-focused solutions.

Key responsibilities include:

• Leading and developing a high-performing team that cover cross a 7-day operational environment
• Driving performance against service levels, customer satisfaction measures, quality outcomes and incident reduction targets
• Managing complex customer escalations and serving as the primary operational escalation point for sensitive cases
• Partnering with Medical, Legal, Airports, Engineering, Contact Centres and Digital teams to deliver end-to-end customer outcomes
• Leading continuous improvement initiatives through data analysis, reporting and operational insights
• Ensuring compliance with relevant regulatory requirements, policies and procedures
• Managing workforce planning, rostering and operational coverage requirements
• Supporting accessibility initiatives, operational readiness activities and change implementation programs across the customer experience ecosystem

To be successful in this role, you will bring:

• Minimum 3-5 years' management experience within specialist customer operations, regulated service environments, aviation, healthcare, disability services or similar sectors
• Proven experience delivering operational performance outcomes across customer satisfaction, service levels and incident reduction measures
• Strong people leadership capability, including coaching, performance management and team development
• Experience leading operational change, transformation or continuous improvement initiatives
• Exceptional stakeholder management skills with the ability to influence and collaborate across a broad range of internal and external stakeholders
• Strong analytical and problem-solving skills with experience using data and reporting to drive decision making
• Experience managing complex customer issues in sensitive and high-pressure environments
• Knowledge of customer service technologies and reporting tools, including Salesforce, Genesys and Microsoft Office products
• Qualifications in business, operations, customer service, health or a related discipline are highly regarded but not essential

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.

Applications close on Friday 25th 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.