Head of Customer Operations

Job Overview Job Description Drive the redesign of Qantas’ customer contact model, shaping a digital-first future for customer service. Influence enterprise-wide decisions that deliver measurable improvements in efficiency and customer 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. Role Summary The Head of Customer Operations & Channel Optimisation is a pivotal leadership role responsible for transforming Qantas’ customer contact operating model across all channels, including voice, social, and self-service. This position holds end‑to‑end accountability for delivering exceptional customer service experiences while driving significant reductions in operating costs and maximising commercial value through channel optimisation, demand deflection, and ancillary revenue generation. This role has accountability for a large annual operating budget, manages both onshore and offshore Contact Centres and leads a diverse senior team to ensure operational excellence and alignment with strategic priorities. At the heart of this role is the mandate to shift customer interactions from high‑cost, reactive service delivery to proactive, digital‑first, self‑service solutions that reduce demand on human‑assisted channels while enhancing customer satisfaction and commercial outcomes. The Head of Customer Operations & Channel Optimisation is charged with designing and implementing sophisticated channel strategies, leveraging data analytics and customer insights to eliminate root causes of contact demand, and embedding commercial thinking across all customer touchpoints. This executive position works collaboratively with a wide range of cross‑functional stakeholders to ensure that customer operations strategies are fully aligned with broader organisational objectives and deliver measurable business outcomes. The Head of Customer Operations & Channel Optimisation provides strategic counsel to senior leadership on the evolution of the Contact Centre operating model, champions a customer‑centric mindset, and drives cultural change and innovation to position Qantas as a leader efficient, effective, and commercially astute customer service delivery. You’ll Have – 15+ years in senior leadership roles across contact centre operations, digital transformation, channel strategy, or customer experience in complex, multi‑site organisations. Bachelor’s degree in Business, Operations Management, Digital Strategy, or equivalent experience (MBA or advanced qualification highly desirable). Proven ability to lead large‑scale transformation programs, delivering cost reduction while improving service quality and customer experience. Deep expertise in channel optimisation, demand deflection, digital transformation, and omni‑channel service design with success in shifting customer behaviour at scale. Strong commercial acumen with experience embedding revenue‑generating strategies into service operations. Outstanding stakeholder management and influencing skills, partnering with Technology, Digital, Product, Marketing, and senior leadership to drive cross‑functional outcomes. Exceptional communication and executive presence, with ability to present complex strategies and secure organisational support for change. Data‑driven decision‑making capability, leveraging analytics and customer insights to inform strategy and drive continuous improvement. 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. Benefits 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 Wednesday 17th December Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. #J-18808-Ljbffr