Job Title

The Role:This permanent position is based at Sydney Airportand, you will work closely with the Airport Manager.In this exciting and challenging role, you will be accountable for management and oversight of the customer service experience for above-wing airport operations and the in-cabin experience inclusive of the following:Lead the customer-facing team to deliver service excellence at our domestic and international operations on a shift basis.Accountable for a function on shift and work with the other Customer Experience Managers on duty to collectively achieve the key deliverables of safety, on-time performance, efficiency, and customer service delivery.Lead and direct the Customer Service Delivery (CSD) team to execute a seamless operation and manage any impact to our operation daily.Responsible for planning ahead and ensuring the operation is set up for success for the days ahead.Drive high-performance operational outcomes against agreed standards set by the Customer Service Delivery SLT.Lead and inspire our airport and cabin teams on the day to execute service excellence.Support individual capability through working closely with the Leader Crew Culture roles supporting the right guidance and development of our people.What you need to be successful:Minimum 2 years in the business or equivalentSignificant experience in aviation/airline industryDemonstrated ability to influence and engage business leadersEmotional intelligence: the ability to read, monitor and understand behaviours and respond to affect positive outcomesAbility to drive positive customer outcomes through a large diverse workforceComprehensive understanding of operations and resource management principlesKnowledge of SEP, service procedures and guest care