Delivery Manager – Customer Product & Experience

About Qantas

Qantas, founded in the Queensland outback in 1920, has developed into Australia’s largest airline across regional, domestic, and international operations. The Qantas Group also includes subsidiary businesses that help support the wider organisation, with its core activity centred on moving customers and freight through the Qantas and Jetstar brands.

Role overview

The Delivery Manager – Customer Product & Experience is a permanent position based at the Mascot Campus in Sydney. Reporting to the Product and Service Improvement Lead, this role is responsible for shaping and delivering initiatives across the full customer travel journey.

You will lead the design, planning, and execution of customer product improvements across ground experience, airports, lounges, inflight, dining, and fleet programs. The role focuses on turning customer-led ideas into practical, scalable outcomes that support Qantas’ customer promise, commercial priorities, and brand standards.

This is a highly collaborative delivery role that works across Product, Customer, Operations, Commercial, and Technology teams to implement initiatives successfully and embed them into business-as-usual operations. Success in this position means creating consistent, high-quality experiences at every touchpoint while delivering measurable customer, operational, and financial value.

Key focus areas

• Lead customer experience initiatives that influence millions of journeys throughout the travel lifecycle.
• Own complex, high-visibility programs and convert customer-centric concepts into delivered outcomes.
• Coordinate cross-functional teams to ensure initiatives are implemented effectively and sustained over time.
• Balance customer needs, operational realities, and commercial goals in a fast-moving environment.

What you will bring

• At least 8–10+ years of experience in product delivery, customer experience, operations, or transformation.
• A strong record of delivering large-scale, customer-facing initiatives in complex multi-environment settings.
• Tertiary qualifications in Aviation, Business, or a related discipline.
• Solid capability in end-to-end delivery, project management, and change management with a bias for execution.
• A strong understanding of customer experience design and service delivery within operational environments.
• Excellent stakeholder engagement and influencing skills, including the ability to work with senior leaders.
• Commercial awareness with a focus on value creation, ROI, and measurable business results.
• Adaptability, structured planning, prioritisation, and problem-solving skills in ambiguous, fast-paced conditions.

Why join Qantas

Qantas encourages creativity and passion, and offers an environment where people can contribute to ambitious outcomes. The organisation supports ongoing development through on-the-job training, coaching, and formal learning opportunities, with many pathways for career growth.

Employee benefits

• Access to heavily discounted air travel within Australia and around the world for you, your family, and friends, plus special accommodation and holiday offers.
• Flexible leave options, including 18 weeks of paid parental leave, superannuation contributions on both paid and unpaid parental leave until your child turns 1, and additional purchased leave for eligible employees.
• Discounts across shopping, food and wine, insurance, health and wellbeing, leisure, and entertainment through partner offers.
• Salary packaging options for motor vehicles, eligible portable electronic devices, and professional memberships.
• Wellbeing support such as mental health learning resources, an interactive wellbeing app, and a personalised nutrition plan.

Diversity and eligibility

Qantas is an equal opportunity employer and values diversity and inclusion. Aboriginal and Torres Strait Islander peoples, and people from all backgrounds, are encouraged to apply. Any support or access needs should be shared at the time of application, and personal information will be handled confidentially in line with privacy legislation.

Application details

Applications close on Sunday 5 July. Only candidates with the right to work in Australia or New Zealand without restriction or sponsorship will be considered.