• Shape the airport experience at scale, translating strategy into measurable outcomes 
• Lead and develop large frontline leadership cohorts 
• Permanent, full-time role based in Sydney, Melbourne, Perth and Brisbane 

As Manager, Customer & Employee Experience, you will lead the customer and people agenda for the port, partnering with the Head of Airport and leadership team to deliver safe, reliable and consistently high‑quality end‑to‑end airport operations. 

This role requires strong, visible leadership across customer experience, employee engagement and workforce performance. You will set clear strategies and expectations, embed service standards and assurance, and ensure frontline leaders and teams are equipped and supported to deliver against them. Through effective governance, coaching and performance management, you’ll uplift capability while maintaining a strong focus on safety, wellbeing and compliance. 

Using customer, people and operational insights, you will lead targeted improvements across key moments in the airport journey, including premium and accessible services. You’ll sponsor change initiatives, strengthen workforce reliability and engagement, and partner proactively with HR, unions and stakeholders to deliver sustainable outcomes in a highly visible, complex operational environment. 

You’ll have: 

• Extensive experience in a senior people leadership role within a customer-focused environment 
• Proven capability resolving complex issues and managing conflict constructively in high‑pressure environments 
• Demonstrated success leading large frontline and leadership teams, driving performance, engagement and capability uplift 
• Confidence partnering with executive leaders, HR and employee representatives in complex industrial environments 
• Experience leading change and transformation initiatives with high workforce impact 
• A clear commitment to customer excellence, customer‑centric decision making and continuous improvement 
• Commercial acumen, with the ability to influence productivity, attendance, labour efficiency and performance outcomes 
• Clear, influential communication skills across all levels of the organisation 

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 well as exclusive deals on accommodation and holidays.   
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.  
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.   
• 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.