Job Description

• Join our collaborative Qantas Digital team to innovate and drive change for Help & Support products
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent position based at our Head Office in Mascot, Sydney

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. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.

Qantas is investing in their new Help & Support capability, building dedicated teams around this growing space. This is a unique opportunity to shape the future of customer service at Qantas, leveraging AI to create smarter, more efficient, and more personalised experiences for our customers and agents alike.

As the Product Owner for Conversational AI and Messaging products, you will be leading the development of Qantas' Digital Assistant (Chatbot), delivering a seamless experience across the Qantas website, app, and IVR. Your role extends beyond chatbots, covering asynchronous messaging, LiveChat, and agent assist AI capabilities, ensuring a connected and intelligent customer support ecosystem.

You will work closely with key vendors, suppliers, and your own dedicated digital squad, driving both deterministic and generative AI solutions.

You’ll have –

• 5+  years’ experience as a Digital Product Owner or Product Manager.
• 3+ years of experience working with Digital Assistant (Chatbot) platforms.
• 3+ years’ experience leading asynchronous messaging, web messaging, or LiveChat products as a Product Manager or Product Owner.
• 1+ years’ experience piloting Agent Assist / Gen AI capabilities, including auto-summary, smart re-write, and conversational knowledge etc.
• Strong understanding of conversational experience design principles and flow optimisation.
• Experience working closely with contact centres and digital teams, acting as a key bridge between both worlds.
• Proven ability to lead and manage a dedicated digital squad, including developers, testers, and designers.
• Excellent communicator with the ability to work independently while thriving in a collaborative team environment.
• Experience working with and supporting product teams and platforms to drive successful AI-driven customer experiences.

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 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.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 11th of May

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.