Kia ora!
Are you passionate about turning challenges into opportunities and shaping exceptional experiences during times of disruption? As Customer Journey Manager, you’ll be the voice of the customer within our operational environment, influencing decisions and leading through complexity to deliver manaaki when it matters most.
At Air New Zealand, we connect friends and whānau across Aotearoa and the world. As part of our whānau, you’ll thrive in a dynamic environment, focused on doing the basics brilliantly to deliver an experience that makes every journey special.
Based in the Integrated Operations Centre (IOC) at Auckland Airport, this on-site, shift-based role (6 days on, 3 days off) is central to how we manage customer disruption. Reporting to the Senior Manager Customer Care, you’ll proactively monitor, assess and respond to events that impact the customer journey. You’ll lead with empathy and confidence, balancing policy with people-first thinking to deliver outcomes that reflect our brand and values.
How you’ll make an impact
- Plan and coordinate complex customer recovery efforts during disruption
- Represent the customer perspective in operational decisions and strategy
- Resolve sensitive and complex issues with care, speed and accuracy
- Identify and lead continuous improvement initiatives across the journey
- Inspire and guide a diverse frontline team to deliver outstanding customer outcomes
What you’ll bring
- Proven experience in people leadership and customer issue resolution
- Strategic thinking and the ability to make sound decisions under pressure
- Confidence to influence and collaborate with a wide range of stakeholders
- Emotional intelligence, empathy and a calm presence in high-stakes situations
- Resilience, drive and a genuine desire to deliver exceptional service
Why join Air New Zealand?
We want our people to live their best lives and access great benefits that support their lives outside work. Here’s a glimpse of what’s on offer:
- Discounted flights for you and your whānau
- FlexiLeave lets you take up to 4 extra weeks off each year
- Life insurance cover and access to low-cost medical plans
- A learning culture that supports your next step, not just your current role
- Perks from hotel discounts to retail offers, health cover and more
Your journey starts here
This is a unique opportunity to be the customer's voice during their most critical moments. If you’re ready to lead with heart and make a real difference, we’d love to hear from you.
Applications close 25/08/2025
Please note: We may close applications early if we find the right candidate, so we encourage you to apply as soon as possible.
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
