Job Description
- Shape workforce planning and expense strategies that directly influence operational excellence and customer experience.
- Implement advanced analytics and best-practice methodologies to optimise resources and deliver measurable outcomes
- 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.
The Head of Workforce Planning & Expense is a critical senior leadership role within the Customer Care & Recovery portfolio, accountable for the end-to-end strategic and operational management of workforce planning, resource optimisation, and expense control across all core operational teams, including the global Contact Centres, the Customer Journey Operations Team and Customer Advocacy Team. This role ensures that workforce demand is forecast, planned, scheduled, and executed with precision, delivering optimal resourcing to meet organisational requirements. Reporting directly to the Executive Manager of Customer Care & Recovery Experience, the Head of Workforce Planning & Expense leads a high-performing team responsible for the design, implementation, and ongoing enhancement of workforce planning frameworks, processes, and systems, driving the integration of advanced analytics, scenario modelling, and best practice methodologies to assure optimal resource allocation, cost efficiency, and service level achievement.
Success in this role is measured by the ability to deliver precise resourcing, optimise workforce expense, and drive operational excellence across a dynamic and complex environment. The Head of Workforce Planning & Expense is responsible for fostering a culture of accountability and innovation, ensuring the team is equipped to respond to changing business needs, regulatory requirements, and evolving business expectations. The role also leads the development and execution of crisis and business continuity plans specifically related to workforce planning, ensuring operational resilience and readiness for workforce-related disruptions, while maintaining a strong focus on governance, reporting, and analytics to inform decision-making and future planning.
This executive position works collaboratively with a wide range of cross-functional stakeholders, both internal and external, to ensure that workforce planning and expense strategies are fully aligned with broader organisational objectives and deliver measurable business outcomes. As a key member of the Customer Care & Recovery leadership team, the Head of Workforce Planning & Expense represents the portfolio in senior forums, influences enterprise-wide workforce strategy, and builds strong relationships to drive collaboration and alignment. The role upholds a safe, inclusive, and high-performing work environment, championing best practice in workforce planning processes, systems, and people practices.
You’ll have –
- 12+ years’ experience in senior workforce planning, resource optimisation, or operational leadership roles within complex, multi-site, multi-channel environments.
- Bachelor’s degree in Business, Finance, Operations Management, or related discipline (postgraduate or professional certifications in workforce planning, analytics, or project management highly regarded).
- Extensive expertise in manpower forecasting, scheduling, and expense management across large-scale operations.
- Advanced analytical and scenario planning skills, with proven ability to translate strategy into actionable deliverables.
- Strong leadership capability to develop and inspire high-performing, multidisciplinary teams.
- Exceptional stakeholder management and influencing skills, including experience managing BPOs and union relationships.
- Proven financial stewardship with experience in budget management and cost optimisation.
- High digital literacy, including proficiency in workforce management systems, analytics tools (e.g., Power BI, Excel), and process automation.
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 Sunday 14th December 2025
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
