Site Manager, Auckland Contact Centre

JobsCloseBy Editorial Insights

Qantas is seeking a Site Manager for the Auckland Contact Centre, a permanent on-site leadership role in the Auckland CBD with end-to-end accountability for safety, customer outcomes, operational performance, and commercial success. You will lead a large and diverse workforce and influence regulators, airport authorities, unions, and senior leaders while driving continuous improvement and a customer-first strategy. The ideal candidate has ten to fifteen years of senior operational leadership in complex, customer-focused environments, proven ability to manage safety, service and P&L, and strong industrial relations experience. To apply, tailor your CV to demonstrate delivery of performance, engagement, and stakeholder influence, confirm you have the right to work in Australia or New Zealand without sponsorship, and submit by 12 August.

Company Description

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 one of the most critical operational sites in the network, with end-to-end accountability for safety, customer outcomes, operational performance, and commercial success. 
• Influence at the highest levels, building strategic partnerships with regulators, airport authorities, unions, and senior leaders while leading a large and diverse workforce. 
• Permanent role based in Auckland CBD

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. 

As the most senior leader at the Qantas Contact Centre located in Aukland, the Site Manager is responsible for the safe, compliant and sustainable operation of the site. You will lead high performing teams that provide best in class customer experience. You will be accountable for safe practices, workforce optimisation, financial outcomes and strategy.  

Working closely with leaders across the group you will drive continuous improvement, support the delivery of strategic priorities that put our customer at the heart of what we do and our people first. You will foster an inclusive culture that embraces change. 

You’ll have – 

• 10–15 years’ experience in senior operational leadership roles within complex, customer-focused environments. 
• Proven ability to lead large-scale operations and deliver strong performance across safety, service, and operational targets. 
• Demonstrated success leading diverse workforces, building capability, engagement, and high performance. 
• Strong industrial and employment relations experience, including collective bargaining, workforce consultation, union engagement, and conducting as well as overseeing disciplinary investigations, performance processes, and other complex employment relations matters. 
• Commercially astute, with experience managing P&L performance, budgets, forecasting, and cost outcomes. 
• Exceptional stakeholder management skills, with the ability to influence regulators, airport authorities, unions, and senior leaders. 
• Proven track record leading operational change, continuous improvement, and effective responses to disruptions and emergencies. 

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. 

The Qantas employee benefits program offers amazing benefits that extend well beyond travel. 

• We love to travel: From day one in the role, our employees enjoy heavily discounted Qantas and Jetstar flights including space available upgrades to available cabins. After 6 months in the role, you, your family and eligible travel beneficiaries can receive discounted flights across the globe with over 150 partner airlines. 
• Leave: Take a well-deserved break with 4 weeks of annual leave per year, with an extra week granted after 5 years of continuous service. 
• Holidays and hotels: Experience a 20% discount on our already fantastic hotel and flight bundles. Additionally, Qantas and Jetstar hotel reservations are available to employees at a 20% reduced rate. 
• 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. We offer discounted health insurance, free flu vaccinations, heart and skin health checks, wellbeing webinars and a comprehensive Employee Assistance Program. 
• Kiwisaver: Up to 4% contribution on KiwiSaver 

Be a part of something special and play your part in the Qantas story – get in touch today. 

Applications close Wednesday 12th August

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.