Airport Customer Experience Manager

• Challenge yourself in this dynamic leadership opportunity 
• Together we’ll create new and improved customer experiences 
• Fixed term opportunity based at Perth Domestic Airport

As an Airport Customer Experience Manager you will be responsible for overseeing airport operations, managing a team of 60 frontline Customer Service Agents, and driving continuous improvement initiatives. This fast-paced, dynamic role demands operational oversight, people management, and project portfolio management. You will ensure a high standard of safety, on-time performance, and employee performance, while meeting regulatory requirements. 

A key focus will be fostering a performance-driven culture and managing the complete Customer Experience portfolio, including Cabin Crew base, Lounges, and Customer Service, during business and non-business hours. In addition to people management, you will lead project initiatives, ensuring delivery against milestones, KPIs, and continuous improvement targets. The role requires strong resilience to manage HR responsibilities, complex decision-making, roster management, and collaboration with various business partners.  

You’ll have: 

• Proven people leadership skills with experience managing large frontline teams and driving performance 
• Strong project management expertise, with a track record of delivering projects on time, within budget, and against KPIs 
• Exceptional problem-solving and decision-making abilities, with a focus on operational efficiency and safety 
• Excellent communication skills, with the ability to engage and influence stakeholders at all levels 
• Deep commitment to customer service excellence, with advanced skills in customer recovery and resolution 
• Commercially focused, able to assess the impact of decisions on business outcomes 
• Resilience under pressure, with the ability to meet deadlines in a fast-paced, dynamic environment 
• Proven experience in driving continuous improvement and successfully managing change 
• Strong focus on safety, compliance, and creating a safe workplace 
• Flexibility to commit to a 7-day rotating shift roster with early starts and late finishes 

Why the Qantas Group?     

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 the Qantas Group. 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.     

The Qantas Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We embrace diversity and encourage applications from people with disability. Candidates will have the opportunity to request support or reasonable adjustments during the recruitment process in order to demonstrate their ability to meet the inherent requirements of our roles. 

Applications Close: 11:59pm AEDT, Tuesday, 10 March 2026