Employee Experience Manager

About the role

Qantas began in the Queensland outback in 1920 and has since become Australia’s largest airline group across regional, domestic and international services. The Group also operates several supporting businesses that help keep its airline operations running smoothly.

This permanent full-time position is based in Melbourne and focuses on leading the employee experience for a large frontline airport workforce. The role holds responsibility for Customer Service Supervisors and Customer Service Agents and plays an important part in building a safe, engaged and high-performing workplace that supports both operational and customer results.

What you will do

You will provide strong, values-based leadership across the full employment lifecycle. A key part of the job is helping Supervisors coach and guide their teams effectively during day-to-day operations, while also supporting performance management, conduct issues, enterprise agreement matters, safety, and fitness-for-duty decisions.

You will work with teams across Training, Safety, Planning and HR to spot capability gaps, improve performance through targeted development, and build a culture of continuous improvement across frontline operations. The role also includes driving employee engagement, strengthening workplace culture, and making sure people are informed, supported and able to do their best work in a demanding operational setting.

Role expectations

• Lead the employee experience for a large, diverse frontline workforce.
• Support supervisors in coaching, developing and managing their teams effectively.
• Oversee performance, conduct, safety and wellbeing matters across the employee lifecycle.
• Apply HR and industrial relations policies, procedures and systems in day-to-day work.
• Partner with internal teams to improve capability and operational outcomes.
• Promote a strong customer focus, safe working practices and ongoing improvement.

What you need

To be successful, you should bring people leadership experience in a large frontline or industrial environment. You’ll need a strong background in coaching teams, improving performance and supporting employee growth, along with hands-on experience across performance management, conduct, safety and wellbeing.

You should also have working knowledge of HR/IR frameworks and the ability to influence stakeholders across operations, safety and training. Strong communication skills, the confidence to facilitate key people programs, and a mindset focused on continuous improvement are all important. A genuine commitment to customer service, safety, wellbeing and people development is essential.

Why join Qantas

You’ll be part of a team that values creativity, passion and strong results. Qantas offers broad career opportunities across the Group, with development support from day one through on-the-job coaching and formal training. The company is committed to helping employees grow in different directions over time.

Employee benefits

• Access to heavily discounted air travel within Australia and internationally for you, your family and friends, plus special deals on accommodation and holidays.
• Flexible leave options, including flexible working arrangements, 18 weeks of paid parental leave, superannuation on paid and unpaid parental leave until your child turns 1, and extra purchased leave for eligible employees.
• Discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment, along with salary packaging options for motor vehicles, eligible portable electronic devices and professional memberships.
• Wellbeing support such as mental health resources, a wellbeing app and tailored nutrition support.

Additional information

Qantas is an equal opportunity employer and is committed to a diverse, inclusive workplace. Applications are welcomed from people with disability. Candidates may request support or reasonable adjustments during the recruitment process to help demonstrate how they meet the inherent requirements of the role.