Manager, Business Improvement - Contact Centres

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

This role is expected to lead business improvement initiatives across Qantas contact centres, identifying opportunities to improve customer journeys, service quality, efficiency and employee experience. Requirements typically include experience in contact-centre operations, process improvement, customer experience, project delivery or consulting; strong analytical, communication and stakeholder-management skills; and the ability to translate data into practical solutions. The successful candidate should be comfortable working across technology, operations and frontline teams, managing competing priorities and influencing senior stakeholders. Experience with continuous-improvement methods, workforce or performance metrics, change management and large-scale transformation is advantageous. A customer-focused mindset, commercial awareness and the ability to deliver measurable improvements are essential.

About the employer

Qantas Airways Limited is Australia’s national airline and one of the country’s best-known aviation companies. Founded in 1920, the Qantas Group operates domestic and international passenger services, freight operations and loyalty programs through brands including Qantas and Jetstar. Its business spans aviation, airport services, engineering, customer contact centres, technology and corporate functions. Qantas has major hubs in Sydney, Melbourne, Brisbane and Perth, with a workforce distributed across Australia and international destinations. The company places strong emphasis on safety, operational reliability, customer service and innovation. Employees may work in a highly regulated, commercially competitive environment where collaboration across frontline, digital and operational teams is important. Qantas also promotes inclusion, professional development and continuous improvement as it modernises customer and employee experiences.

Working in Australia

Australia offers employment opportunities in aviation, tourism, healthcare, technology, construction, education, finance and customer-service management. Major job markets include Sydney, Melbourne, Brisbane, Perth and Adelaide; aviation roles are concentrated around large airports and corporate hubs. Australian workplace culture is generally professional, direct and collaborative, with strong attention to safety, inclusion and work-life balance. Lifestyle options range from energetic cities and beaches to regional communities, national parks and outdoor activities. Living costs can be high, particularly in Sydney and Melbourne, while Brisbane, Adelaide and Perth may offer different housing and lifestyle advantages. Foreign applicants need an appropriate visa, such as an employer-sponsored visa, skilled migration visa or working holiday visa, depending on eligibility. Candidates should check current requirements with Australia’s Department of Home Affairs. Relocation planning should include accommodation, tax, healthcare, transport and professional accreditation where applicable.