About Jetstar
We're Jetstar. You may know us for our famous low fares, but did you also know that we've flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia, and the Pacific. The Jetstar Group includes Jetstar Asia and Jetstar Japan, making it one of the largest low-cost airline groups in Asia Pacific by revenue. We operate a fleet of over 115 aircraft, including Airbus A320 family and Boeing 787-8s, enabling more people to fly more often and to more places.
Job Description
* Lead the delivery of high-impact projects focused on enhancing the customer experience.
* Oversee the implementation of innovative technologies such as chatbots, agent messaging, CRM systems, and AI-driven tools.
* Location: Collingwood Head Office
* Contract: 12-month fixed term
Join Jetstar at a pivotal moment as we embark on a new era of low fares travel. Post-pandemic, our domestic and international flying outlook is very strong. We are excited to introduce our new A321LR Neo aircraft and continue our mission to offer low fares so more people can fly more often.
We are seeking a driven and experienced Project Manager – Customer Service Transformation to lead high-impact projects aimed at improving customer experience. You will oversee innovative technology implementations and ensure projects are delivered on time, within budget, and meet quality standards, supporting our strategic service objectives.
Core Responsibilities:
* Lead end-to-end delivery of customer service transformation projects.
* Implement technologies such as chatbots, agent messaging, CRM, and AI tools.
* Manage internal teams and external vendors to deliver project outputs within scope, time, cost, and quality constraints.
* Work with stakeholders to gather and define business requirements and ensure delivery to specifications.
* Track and report project progress, budgets, risks, and issues.
* Apply appropriate delivery methodologies (agile, waterfall, hybrid).
* Ensure alignment between project outcomes and business goals.
* Promote collaboration and clear communication across teams and stakeholders.
Key Skills:
* Minimum 5 years of experience managing technology projects in a corporate environment.
* Certifications in Prince2, PMBOK, or Agile methodologies.
* Proficiency in Microsoft Project.
* Degree in Business or Technology.
* Experience delivering at least 8-10 technical projects from start to finish.
* Experience with chatbot, agent messaging, CRM, or contact centre technology is highly desirable.
* Experience managing project teams.
* Familiarity with Agile and Waterfall delivery models.
This role requires international travel for supplier audits. We offer a flexible, hybrid working environment.
Application deadline: 11:59 pm Sunday, 15 June
About Jetstar
The Jetstar Group operates airlines in Australia, New Zealand, Singapore, and Japan. Since launching in 2004, we have grown to a team of over 7,600 employees, flying more than 250 million passengers with a fleet of over 130 aircraft, offering more than 5,000 flights weekly to 85 destinations across 17 countries and territories.
Our Culture
Jetstar is a team driven by adventure, innovation, and delivery. We support diversity and aim to create an environment where all employees feel valued, respected, and empowered to challenge and grow.
Our Benefits
Team members enjoy heavily discounted fares worldwide, including for travel companions. Benefits include discounts on airfares, accommodation, car hire, and travel insurance within the Jetstar Group, Qantas, and partner airlines.
Inclusion and Diversity
Jetstar is an equal opportunity employer. We encourage applicants of all backgrounds, including Aboriginal and Torres Strait Islander peoples, to apply. Please inform us of any support or accessibility needs during the application process.
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