At a Glance
- Tasks: Lead the design and execution of Qantas' onboard service experience.
- Company: Join Australia's largest airline, known for innovation and excellence.
- Benefits: Enjoy discounted travel, flexible leave, and a supportive work environment.
- Other info: Dynamic role with endless career growth opportunities.
- Why this job: Shape the future of inflight service and make a real impact.
- Qualifications: 10+ years in service strategy, strong leadership, and collaboration skills.
The predicted salary is between 81000 - 99000 $ per year.
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.
The Senior Manager, Onboard Service is responsible for shaping and designing the delivery of Qantas’ world-class onboard service experience. This senior role is responsible for service strategy, standards, and the development of all onboard items including dining equipment, amenities, and linen.
You’ll oversee service delivery performance, lead cross-functional collaboration, and manage a product range of over 3,000 onboard items—ensuring each enhances the customer experience and meets commercial goals. With 7 direct reports, this is a high-impact leadership position shaping Qantas’ hospitality vision and inflight experience.
Key Responsibilities
- Shape and execute a world-class onboard service strategy.
- Oversee the development of integrated service protocols across all touchpoints.
- Product manage the loose equipment and serviceware portfolio across the airline including dining equipment, amenity and linen.
- Provide strategic oversight and set performance standards and KPIs.
- Lead cross-functional teams to drive continuous service improvement.
- Define and drive the airline’s hospitality vision in collaboration with the food and beverage team.
- Benchmark service standards and develop signature Qantas moments.
- Build and embed a transformative crew culture.
- Drive digital transformation efforts to enhance crew-customer interactions.
- Oversee the design and development of soft products, ensuring sustainability and operational efficiency.
You’ll Have
- 10+ years’ experience in service strategy and delivery, preferably in the aviation industry.
- Strong leadership and team management skills.
- Excellent strategic planning and operational execution abilities.
- Ability to collaborate effectively with cross-functional teams.
- Strong communication and stakeholder management skills.
- Experience in digital transformation and technology enablement.
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.
Senior Manager, Onboard Service Experience in Sydney employer: Qantas
At Qantas, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in the vibrant city of Adelaide, our Product Innovation Centre provides employees with unique opportunities for professional growth and development, alongside competitive benefits and a commitment to work-life balance. Join us to be part of a team that values your contributions and empowers you to make a meaningful impact in delivering high-quality digital experiences.
