Continuous Improvement Manager

Job Title: Continuous Improvement Manager – Contact Centre

Location: Bondi Junction, Sydney

Company: The Travel Corporation (TTC)

Employment type: 6-month fixed-term contract

Join a Global Travel Leader, Powering Iconic Brands

At The Travel Corporation, we are passionate about making travel matter. Representing some of the world’s most loved travel brands including Contiki, Trafalgar, Insight Vacations, Uniworld, AAT Kings, and Adventure World we connect millions of travellers with life-changing experiences across more than 70 countries each year.

We are currently seeking a dynamic and results-focused Continuous Improvement Manager to join our Sydney-based team. This is a high-impact role for a strategic thinker with a strong track record in project delivery, process optimisation and business transformation.

What You Will Do

As the Continuous Improvement Manager, you’ll lead initiatives that improve business performance across TTC’s Contact Centre and Operational teams, whilst supporting key businesses with customer and business insights. You will drive improvements in efficiency, quality, and service delivery by managing strategic projects, identifying areas of opportunity within workflows, systems and team performance.

Your responsibilities will include:

• Leading cross-functional projects from scoping through to execution, ensuring delivery on time, within scope and budget.
• Identify, develop and maintain business reporting to help improve performance.
• Collaborating with internal stakeholders and third-party vendors to optimise systems and processes
• Supporting department leaders in embedding best practices, coaching, and operational excellence
• Using data and performance insights to identify trends and recommend improvements
• Championing a culture of continuous improvement, innovation, and accountability
• Providing hands-on support to contact centre operations to help synthesise complex information to drive business decisions
• Coordinate and communicate technical change requests or production issues with relevant stakeholders.

What We’re Looking For

You are a proactive and commercially-minded leader with a strong project management foundation and a passion for driving meaningful change. You thrive in dynamic environments and can inspire teams to evolve, adapt, and perform.

To succeed in this role, you will bring:

• Proven experience in project management, ideally in a contact centre, operations, or sales-driven environment
• Demonstrated ability to coach, lead, and support cross-functional teams to deliver measurable outcomes
• Strong organisational, analytical, and communication skills
• Proven ability to distil complex data, insights and operational processes into clear, actionable recommendations for key stakeholders.
• Ability to juggle competing priorities and navigate change with confidence
• High attention to detail and a results-driven mindset
• Advanced proficiency in Microsoft Word and Excel
• A collaborative and service-focused approach with a genuine commitment to continuous improvement

What’s In It for You

• Career Growth: Opportunity to lead strategic, high-visibility projects and work closely with senior leaders across global functions.
• Flexible Work Arrangements: Balance of in-office and work-from-home options.
• Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
• Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
• Learning & Development: Career development and personal growth opportunities.
• Love for Travel Benefit: Annual travel credit of $1850 after your first year to use on any core travel brands.
• Team Engagement: Two team engagement days per year.
• Volunteer Leave: Two days paid leave per year for volunteer opportunities.
• Parental Leave: 12 weeks paid parental leave for eligible employees.

About The Travel Corporation

For over 100 years, The Travel Corporation (TTC) has been proudly delivering extraordinary travel experiences across the globe. Home to over 40 award-winning brands — including Contiki, Trafalgar, Insight Vacations, Uniworld, AAT Kings, and Adventure World — we operate in more than 70 countries and serve over 2 million travellers each year.

With a team of over 10,000 passionate professionals, TTC is driven by a commitment to innovation, service excellence, and making travel matter for people and the planet.

We are proud to be an equal opportunity employer and celebrate the diversity of our people, customers, and communities.