Job Description
- Lead the delivery of high-impact projects focused on enhancing the customer experience.
- Oversee the implementation of innovative technologies including chatbots, agent messaging, CRM systems, and AI-driven tools.
- Collingwood Head Office location
- 12-month fixed term contract
Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.
We’re looking for a driven and experienced Project Manager – Customer Service Transformation to lead the delivery of high-impact projects focused on enhancing the customer experience. In this role, you’ll oversee the implementation of innovative technologies including chatbots, agent messaging, CRM systems, and AI-driven tools. You’ll play a key role in ensuring critical transformation initiatives are delivered on time, within budget, and to the highest quality standards—helping the business achieve its strategic service objectives
The core responsibilities of this role will be:
- Lead end-to-end delivery of customer service transformation projects to meet program objectives
- 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 these are delivered to specification
- Track and report on project progress, budgets, risks, and issues to support effective governance
- Select and apply appropriate delivery methodologies (agile, waterfall, or hybrid) based on project needs
- Ensure alignment between project outcomes and business goals
- Promote collaboration and clear communication across cross-functional teams and stakeholders
To be considered, key skills will include:
- Minimum 5 years of experience in Project Management of Technology projects in a corporate environment.
- Certifications in Prince2, PMBOK, or Agile methodologies.
- Proficiency in Microsoft Project.
- Degree in Business or Technology.
- Experience in end-to-end delivery of at least 8-10 technical projects.
- Experience delivering chatbot/agent messaging/CRM or other contact centre technology is highly desirable.
- Experience in managing project teams.
- Exposure to various project management delivery models such as Agile and Waterfall.
This role also requires our team members to be willing and able to travel internationally to perform audits with our suppliers across the globe. In return, a flexible and hybrid working environment is on offer to the successful applicant.
Applications close: 11.59pm Sunday 15th June
About Jetstar
The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.
Our Culture
Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.
Our Benefits
Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
Inclusion and Diversity
Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application.
