Employee Experience Manager

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 and shape the employee experience at scale, supporting frontline employees

Drive performance, capability and engagement

Permanent, full-time opportunity based in Melbourne

As the Employee Experience Manager, you will lead and manage the full employment life cycle for a large and diverse frontline workforce at the airport. With accountability for a cohort of Customer Service Supervisors and Customer Service Agents, you will play a critical role in maintaining a safe, high‑performing and engaged workplace that delivers strong operational and customer outcomes.

You will provide visible, values‑led leadership, supporting Supervisors to coach, develop and manage their teams effectively during day‑of‑operations. This includes driving performance, managing conduct and EBA‑related matters, supporting safety and fitness for duty, and ensuring consistent application of behavioural and service standards.

Working closely with Training, Safety, Planning and HR, you will identify capability gaps, uplift performance through targeted development programs, and embed continuous improvement across frontline operations. You will also lead employee engagement initiatives, strengthen workplace culture, and ensure employees are supported, informed and able to perform at their best in a complex operational environment.

You’ll have:

Experience in a people leadership role within in a large, frontline or industrialised environment

Proven ability to coach and develop frontline teams, driving performance and growth

Strong experience managing the employee lifecycle, including performance management, conduct, safety and wellbeing

Working knowledge of HR/IR policies, procedures and systems

Strong stakeholder management skills, with the ability to influence outcomes across operations, safety and training

Demonstrated ability to facilitate, drive and influence outcomes of key people programs

Excellent communication skills across all levels of the organisation

A continuous improvement mindset, always looking to lift capability and ways of working

A strong commitment to customer excellence and customer‑centred decision making

A genuine passion for safety, wellbeing and people development

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.

Be a part of something special and play your part in the Qantas story – get in touch today.