Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What you’ll be doing

The Lounge Process and Systems Advisor will play a pivotal role in supporting and enhancing all lounge related operational initiatives. This is a diverse role that will see you responsible for driving improvements across systems, processes, and training to ensure the lounge operations run smoothly and efficiently. You’ll work closely with stakeholders to develop and implement practical solutions that support operational excellence. As the go-to expert for lounge processes, systems, and operations, you’ll provide expert advice, insights, and analysis to guide projects and support strategic initiatives.

• Manage the lounge operations inbox, ensuring timely and efficient responses to all related enquiries.
• Project Management coordinating all lounge related projects ensuring effective planning, governance and compliance.
• Identify, document, and continuously improve lounge processes to align with, Ground Operations, and brand experience standards.
• Introduce, implement and oversee new technologies and operational efficiencies to drive continuous improvement and enhance lounge performance.
• Support the ongoing development of team by providing training, guidance, and opportunities for upskilling.
• Conduct regular operational reviews to assess performance, identify gaps, and recommend improvements.
• Map and manage end-to-end lounge workflows, maintaining up-to-date process documentation and aligning systems with broader strategy.
• Analyse feedback and support change management to refine processes architecture and ensure operational readiness for new products, systems, and upgrades.
• Monitor system performance metrics and maintain strong relationships with vendors, tech stakeholders, and internal users.
• Contribute lounge systems and process expertise to support contract reviews, partner negotiations, and the integration of new products and service offerings.

You’ll be great in this role if you…

• 5+ years’ experience in airline, lounge, contact centre, or customer experience operations.
• Previous exposure to airline systems or GCC tools such as Sabre, Genesys, or CRM platforms.
• Proven ability to document and map processes and coordinate change initiatives effectively.
• Experience managing or supporting operational systems in a fast-paced environment.
• Process-driven with a strong ability to prioritise and deliver tasks within competing deadlines.
• Demonstrated background in handling customer or member enquiries and resolving operational issues.
• Strong stakeholder management skills, with the confidence to challenge existing processes to drive innovation and improvement.

What you’ll get from us

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style.
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.