Senior Manager Performance, Coaching & Change

Job description

Company Description 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. Job Description Lead large-scale, high-impact transformation across global customer operations, shaping how change is delivered and sustained Influence senior stakeholders and lead a multi-disciplinary team in a fast-paced, complex environment 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. This is a high-impact leadership opportunity for a Senior Manager, Performance, Coaching & Change, driving large-scale transformation across a complex, global customer operations environment. You will lead the design and delivery of change management, training, capability and performance initiatives across Customer Care & Recovery, supporting contact centres, customer journey operations, advocacy and disruption teams. Operating at the intersection of strategy and execution, you’ll influence senior stakeholders, lead a large team and deliver outcomes in a fast-paced, high-pressure environment. You’ll play a critical role in aligning strategy to execution—embedding performance frameworks, uplifting capability and driving measurable improvements in customer and business outcomes. Partnering with senior leaders, you will shape and communicate a clear vision for change, ensure strong governance and use data-driven insights to enable continuous improvement. This role suits a leader who thrives in complexity, can balance competing priorities and confidently lead large-scale transformation while remaining hands-on to deliver results. You’ll have – Extensive experience leading change management, performance enablement, capability development or related disciplines in complex organisations A strong track record of leading large, multi-disciplinary and geographically dispersed teams through significant transformation Experience working in fast-paced, matrixed environments, balancing multiple priorities and stakeholder groups The ability to move confidently between strategic thinking and hands-on delivery to achieve outcomes End-to-end experience delivering business readiness, including go-live support and post-implementation follow-through Strong stakeholder management skills, with the ability to influence and build credibility at senior and executive levels Experience designing and embedding performance, coaching or capability frameworks that deliver measurable business impact Demonstrated ability to leverage AI and digital tools to enhance coaching quality, performance insight or knowledge management within a contact centre or other service delivery environment A background in contact centre, customer operations or service delivery environments, with relevant tertiary qualifications or equivalent experience 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 Thursday 18th June Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. Qualifications Additional Information