Product Manager Airport Customer Experience

About Qantas

Established in 1920 in Queensland, Qantas has evolved into Australia's premier airline for regional, domestic, and international flights. Operating under the Qantas and Jetstar brands, the Group manages a variety of subsidiary businesses that support its core transportation services.

Role Overview

As a Product Manager focused on Airport Customer Experience, you will shape the future of airport infrastructure by designing and enhancing key customer touchpoints including check-in, bag drop, transit, and boarding processes. This fixed-term role is based at our Mascot Campus and extends through October 2027.

Key Responsibilities

• Define and develop future service concepts, operational models, and technological requirements to guide infrastructure investments and designs.
• Lead the strategy, roadmap, and development across a portfolio of airport infrastructure and customer experience initiatives.
• Analyze emerging technologies, evaluate service models, and translate customer, operational, and commercial needs into actionable recommendations.
• Collaborate with stakeholders from Airports, Property, Commercial, Technology, and Design departments to shape future customer journeys and underpin investment decisions with data-driven insights and executive-level presentations.
• Balance strategic thinking with hands-on delivery while simplifying complex concepts for effective management decision-making.

Candidate Profile

• Minimum 7 years of relevant experience in customer experience, aviation, operations, infrastructure, consulting, or related fields.
• Proven ability to assess strategic options involving customer journeys, service models, technological advancements, and operational concepts.
• Strong analytical and problem-solving skills enabling transformation of diverse requirements into practical solutions.
• Exceptional communication and stakeholder management capabilities, adept at creating clear, executive-ready presentations.
• Flexible and adaptive to changing priorities within a dynamic business environment.

Why Join Qantas?

• Work within a creative and passionate team dedicated to ambitious goals and successful delivery.
• Opportunity for personal and professional growth through varied team roles and formal training with ongoing coaching from day one.
• Comprehensive employee benefits including highly discounted air travel within Australia and worldwide for you and your family and friends, exclusive accommodation and holiday deals.
• Flexible leave options such as 18 weeks of paid parental leave inclusive of superannuation contributions, and option to purchase additional leave.
• Access to extensive rewards and discounts on shopping, food, insurance, health, leisure, entertainment, motor vehicles, electronics, and professional memberships via the salary packaging program.
• Support for mental and physical wellbeing through educational resources, a wellbeing app, and tailored nutrition plans.

Diversity and Inclusion

Qantas is dedicated to fostering a workplace environment that embraces diversity and inclusion. Applications are encouraged from Aboriginal and Torres Strait Islander peoples as well as individuals from all backgrounds. Candidates requiring accommodations are invited to declare their needs during application. All personal information is handled confidentially in accordance with privacy laws.

Additional Information

Applications close on Sunday, 19th July. Candidates must have unrestricted rights to work in Australia or New Zealand without sponsorship or visa restrictions. This is a full-time, onsite fixed-term position based in Sydney until October 2027.