Senior Manager, Onboard Service Experience

Senior Manager, Onboard Service Experience

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About Us

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.

About Us

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 the strategy, design and execution of Qantas’ world-class onboard service experience, including service standards and all onboard equipment and amenities.
- Drive continuous improvement across service delivery teams, setting clear KPIs and collaborating closely with cabin crew and frontline teams.
- Permanent role based in our Mascot Campus
- Open to sponsorship

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.





The Senior Manager, Onboard Service is responsible for shaping and designing the delivery of Qantas’ world-class onboard service experience. This senior role is responsible for service strategy, standards, and the development of all onboard items including dining equipment, amenities, and linen.

You’ll oversee service delivery performance, lead cross-functional collaboration, and manage a product range of over 3,000 onboard items—ensuring each enhances the customer experience and meets commercial goals. With 7 direct reports, this is a high-impact leadership position shaping Qantas’ hospitality vision and inflight experience.

Key Responsibilities

- Shape and execute a world-class onboard service strategy.
- Oversee the development of integrated service protocols across all touchpoints.
- Product manages the loose equipment and serviceware portfolio across the airline including dining equipment, amenity and linen
- Provide strategic oversight and set performance standards and KPIs.
- Lead cross-functional teams to drive continuous service improvement.
- Define and drive the airline’s hospitality vision in collaboration with the food and beverage team.
- Benchmark service standards and develop signature Qantas moments.
- Build and embed a transformative crew culture.




- Drive digital transformation efforts to enhance crew-customer interactions.
- Oversee the design and development of soft products, ensuring sustainability and operational efficiency.

You’ll Have

- 10+ years’ experience in service strategy and delivery, preferably in the aviation industry.
- Strong leadership and team management skills.
- Excellent strategic planning and operational execution abilities.
- Ability to collaborate effectively with cross-functional teams.
- Robust communication and stakeholder management skills.
- Experience in digital transformation and technology enablement.

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.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

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

- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as

📌 Senior Manager, Onboard Service Experience (Sydney)
🏢 Qantas
📍 Sydney