Site Manager - Auckland Contact Centre

About Qantas

Established in 1920 in Queensland, Qantas has evolved into Australia’s leading airline, operating regional, domestic, and international flights under the Qantas and Jetstar brands. Alongside its airline services, Qantas runs numerous subsidiaries that support its group operations.

Role Overview

The Site Manager for the Auckland Contact Centre plays a pivotal role, being the senior-most leader responsible for ensuring the site operates safely, compliantly, and sustainably. This position involves managing large, diverse teams focused on delivering exceptional customer experiences while meeting financial and operational objectives. The role demands collaboration across the organisation to drive continuous improvements and uphold strategic priorities emphasizing customers and employees.

Key Responsibilities

• Take full ownership of operational performance, safety standards, customer outcomes, and commercial success at one of Qantas’s key sites.
• Develop and maintain strategic relationships with regulators, airport authorities, unions, and senior executives.
• Lead and inspire a sizeable and varied workforce to achieve high performance.
• Oversee workforce optimisation, financial management including budgeting and forecasting, and strategic planning.
• Promote an inclusive culture that adapts positively to change.
• Manage responses to operational disruptions and emergencies effectively.

Required Experience and Skills

• 10 to 15 years in senior operational leadership roles within complex, customer-oriented environments.
• Demonstrated experience leading large-scale operations with strong track records in safety, service quality, and operational metrics.
• Skilled in managing diverse teams, enhancing engagement, and fostering performance capabilities.
• Strong expertise in industrial and employment relations, including collective bargaining, union interaction, employee consultation, disciplinary investigations, and performance management.
• Commercial aptitude with experience in profit and loss oversight, budget control, and cost management.
• Exceptional stakeholder engagement skills, influencing various external and internal parties.

Why Join Qantas?

• Enjoy significant travel benefits including heavily discounted flights on Qantas, Jetstar, and over 150 partner airlines, available from day one for employees and their families.
• Benefit from four weeks of annual leave, with an additional week after five years of continuous employment.
• Receive a 20% discount on bundled hotel and flight bookings and exclusive hotel reservations.
• Access comprehensive wellbeing support including mental health resources, discounted health insurance, vaccination and health checks, wellbeing webinars, and employee assistance programs.
• Participate in KiwiSaver contributions of up to 4% for eligible employees.

Additional Information

This permanent position is based in Auckland, New Zealand. Applications will be accepted only from candidates with the unrestricted right to work in Australia or New Zealand without requiring sponsorship.

Applications close on Sunday, 9th August.