Let your passion fly!

Cathay Pacific is a multi-award winning premium airline flying to destinations in Asia, Europe, North America and the Middle East via our home spanet, Hong Kong. We are known for our award-winning service, modern fleet, comfortable cabins and our great Business Class Lounges. We are on a mission to inspire travelers and be their gateway to experiencing the world.

We are seeking a Senior Airport Lead to join our Airport Service Delivery team in Brisbane. This role is responsible for leading frontline airport operations during the shift, ensuring safe, secure, and seamless delivery of Cathay’s airport services while creating a consistently exceptional customer experience.

As a senior presence on the ground, you will support airport management, lead operational teams and suppliers, and help ensure our customers feel cared for, valued, and recognised at every stage of their journey.

This is a permanent, full-time position involving 24/7 shift work on a rotational roster. It is ideal for individuals who thrive in a fast-paced operational environment, demonstrate a strong customer focus, and take pride in delivering premium service.

Safety First, Quality Always

• Execute Cathay’s safety, security, and quality policies to ensure full compliance with all regulatory and company requirements.
• Maintain absolute operational integrity with zero safety defects and security infringements.
• Support airport management in identifying and mitigating safety and security risks, promoting a strong safety culture across employees and suppliers.
• Deputise as the Airline’s Operational Duty Holder (ODH) when required, following established risk escalation procedures.

Operational Excellence

• Lead and oversee Ground Handling Agent teams dedicated to Cathay operations to ensure on‑time, error‑free performance.
• Support airport management in maintaining productivity and operational performance against defined standards.
• Conduct flight briefings and take on additional operational responsibilities or project work as required.
• Support regular quality control checks on station and supplier performance.
• Embrace innovation and continuous improvement to enhance airport operations.

Outstanding Product & Service Delivery

• Ensure frontline teams are up‑to‑date with product knowledge and service standards.
• Support delivery of “Service Straight From the Heart”, creating genuine connections and memorable customer experiences.
• Encourage the effective use of technology to enhance service delivery.
• Ensure appropriate recognition of high‑value and elite customers.

Disruption & Crisis Management

• Maintain familiarity with contingency plans and manual fallback procedures.
• Support effective management of flight disruptions and irregular operations.
• Ensure customers are informed, cared for, and offered choices wherever possible during disruption events.

People & Team Leadership

• Motivate and inspire frontline teams and suppliers to foster collaboration and high performance.
• Support onboarding, probation, and on‑the‑job development of new team members.
• Provide coaching, guidance, and feedback to support performance and development.
• Encourage adaptability and positive engagement with change.

Supplier & Stakeholder Management

• Support performance review meetings with suppliers and follow up on agreed action plans.
• Represent Cathay’s interests within the airport community, working closely with authorities, suppliers, and partner airlines.
• Ensure compliance with competition and industry requirements.

Cost Efficiency & Administration

• Monitor daily productivity and support flexible resource deployment.
• Assist airport management in controlling operational costs.
• Support station administration duties as required.

E&A

Emergency, Accident, and Crisis Response responsibilities as required.

Academic qualifications

• High school qualification is required.
• Post‑secondary education is desirable.

Knowledge, Skills, Training and Experience

• • Minimum 3 years’ customer service experience, preferably in airline or airport operations.
  • Strong command of written and spoken English; local language skills are an advantage.
  • Proven ability to work independently with sound judgement and decision‑making skills.
  • Strong leadership presence with a collaborative, team‑oriented mindset.
  • Excellent customer service and interpersonal skills.
  • Ability to operate effectively during normal operations, disruptions, and emergency situations.
  • Comfortable adapting to change in a dynamic operational environment.

• Join the Cathay Pacific team and experience a vibrant workplace culture at one of the worlds top ten global airlines
• Take your career to new heights by expanding your skills and gaining valuable experiences at Cathay Pacific
• Take advantage of discounts on flights, hotels, tours, car rentals, and many other travel perks through the industry

Please apply with a cover letter outlining your experience and tell us why youre interested in this role and joining us at Cathay Pacific Airways.

Applicants must possess full and unrestricted rights to work and reside in Australia to be considered for this position.

Cathay Pacific Airways is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.