Senior Manager, Onboard Service Experience

Job description in brief:

• Lead the strategy, design and execution of Qantas’ world-class onboard service experience, including service standards and all onboard equipment and amenities.
• Drive continuous improvement across service delivery teams, setting clear KPIs and collaborating closely with cabin crew and frontline teams.
• Permanent role based in our Mascot Campus
• Open to sponsorship

Qantas have 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.

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 manages 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.

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 programme 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 Friday 27th June

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.