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 high‑impact product strategy that shapes the end‑to‑end customer experience for one of Australia’s most iconic brands
- Own and evolve complex, customer‑led products at scale, with the autonomy to innovate and deliver measurable value across the Qantas Group
- Permanent role based at our Mascot Campus
At Qantas, our customer offering defines how we deliver seamless, end‑to‑end travel experiences across every stage of the journey. It brings together a broad range of products and services that balance customer expectations with strong commercial outcomes, playing a critical role in how the Qantas brand is experienced every day.
As
Senior Manager, Ground Customer Experience, you’ll provide strategic direction across this space, turning insight into clear priorities and meaningful outcomes. This role is focused on setting direction, making informed trade‑offs and mobilising teams—using a deep understanding of customers, the market and the commercial environment to create experiences that genuinely resonate.
You’ll also influence decisions at the enterprise level, partnering with senior leaders to shape the customer proposition and guide key commercial choices. With accountability for performance, value and capability, you’ll balance commercial discipline with innovation, building strong partnerships and a high‑performing team to continuously lift outcomes for customers and the business.
You’ll have –
- 10+ years’ experience in senior product management roles, with deep experience in the airline industry
- Proven ability to lead end‑to‑end product discovery, strategy and prioritisation using customer‑centred approaches
- Strong expertise in customer research, insights, problem solving and translating strategy into delivery
- Demonstrated experience facilitating workshops and collaborating effectively across cross‑functional teams
- Advanced commercial capability, including P&L ownership, forecasting, driver‑based models and budget management
- Extensive experience managing suppliers and partners, including commercial negotiation and performance management
- Strong operational leadership with the ability to influence senior stakeholders and navigate complex environments
- Confident communicator with experience presenting to executive forums and working within group and regulatory frameworks
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 19th April
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
