Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What you’ll be doing

The Airport Operations Support Manager – Customer (Sydney), will work in collaboration with the Airport Manager and Customer Experience Managers to optimise the performance of the domestic and international operations.

In this position, you will engage with key internal stakeholders, you will ensure the highest standards of safety and performance, deliver all aspects of the customer value proposition, and continue to execute Virgin Australia’s ongoing transformation strategy to ensure continuous improvements across the Guest Services operations.

You will be responsible for AMCO and Lounge operations and work jointly with the Ramp Support Leader on all aspects of the above and below wing airport operation ensuring a “one team” approach. You will own the end-to-end Customer Experience Team Leader program (CXTL) to develop an effective succession plan for our leaders

• Develop and implement proactive strategies to achieve a year-on-year reduction in injuries to employees (LTIFR and TRIFR).
• Work closely with the Business Continuity Lead to ensure port operational readiness for all emergency-related events, including involvement in the Initial Assessment Tea.
• Oversee port audit programs and ensure operational readiness for both internal and external quality assurance programs.
• Drive customer excellence across the port by supporting the APM role to deliver the end-to-end customer journey and all aspects of the Customer Value Proposition.
• Work jointly with the Ramp Support Leader on all aspects of airport operations to achieve VA Group targets.
• Maintain a strong customer focus by anticipating needs and developing procedures /systems to ensure the highest standards are achieved.
• Innovate, lead, and drive change programs to achieve transformation of business to drive down cost and build customer satisfaction and employee engagement.

You’ll be great in this role if you:

• Experience in an operational leadership role in a fast-paced, high-pressure environment.
• Demonstrated ability to influence and engage business leaders.
• Ability to drive positive customer outcomes through a large diverse workforce.
• Networking and stakeholder management.
• Guest Services (or broader Aviation) operational experience.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.