Senior Manager, Voice & Chat Experience

About the role

The Senior Manager, Voice & Chat Experience will lead the optimisation of Qantas' contact‑centre channels – voice, chat, email and social – to enhance customer service and drive cost efficiencies. Based at the Mascot Campus, this permanent position works across Digital, Purchasing and Data teams to shape channel performance and influence customer behaviour.

Key responsibilities

• Analyse data trends and customer engagement drivers (e.g., baggage, refunds, booking changes) to develop strategies that improve channel mix and experience.
• Collaborate with Digital and Purchasing teams to expand self‑service options and deliver innovative digital solutions for agent‑assisted channels.
• Design and implement optimisation initiatives across voice, chat, email and social platforms, balancing customer satisfaction with operational cost targets.
• Lead stakeholder engagement in a matrixed environment, aligning cross‑functional teams around channel performance goals.
• Monitor and report on key metrics such as Contact Propensity, forecasting trends and recommending continuous improvements.

Required profile

• 10+ years of experience in contact‑centre operations, channel management or customer‑experience leadership.
• Tertiary qualification in Business, Operations Management or a related discipline.
• Proven ability to design and execute multi‑channel strategies while achieving cost efficiencies.
• Strong commercial acumen, budgeting experience and the ability to link channel performance to business outcomes.
• Exceptional stakeholder influence skills and experience leading within a matrixed organisation.

Required skills

• Experience with contact‑centre platforms such as Genesys.
• Proficiency in CRM systems, specifically Salesforce.
• Advanced analytics using tools like Power BI or Tableau.