Senior Manager Performance, Coaching & Change

About the role

This senior leadership position is responsible for driving large‑scale transformation across Qantas' global customer operations. Based at the Mascot campus, the role shapes how change is delivered, sustained and measured, influencing senior stakeholders and leading multidisciplinary teams.

Key responsibilities

• Lead the design and delivery of change‑management, training, capability and performance initiatives across Customer Care, Recovery, advocacy and disruption teams.
• Embed performance frameworks, uplift capability and drive measurable improvements in customer and business outcomes.
• Partner with senior leaders to define a clear vision for change, ensure strong governance and use data‑driven insights for continuous improvement.
• Oversee business readiness activities, including go‑live support and post‑implementation follow‑through.
• Influence and build credibility with senior and executive stakeholders across a matrixed, geographically dispersed environment.

Required profile

• Extensive experience leading change management, performance enablement or capability development in complex organisations.
• Proven track record of guiding large, multi‑disciplinary and geographically dispersed teams through significant transformation.
• Ability to balance strategic thinking with hands‑on delivery in fast‑paced, matrixed settings.
• Strong stakeholder management and influencing skills at senior and executive levels.
• Experience designing and embedding performance, coaching or capability frameworks that deliver measurable business impact.
• Demonstrated ability to leverage AI and digital tools to enhance coaching and performance outcomes.

Required skills