Senior Manager Customer Operations and Planning

You're passionate about a career delivering solutions that impact millions.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.
 

In this role, you'll:

NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

We have an opportunity for a Senior Manager – Customer Operations and Planning to join the Network Resilience & Operations Readiness team within NSW TrainLink.  The position will manage all aspects of Customer Service Support with respect to planning, reservation management, catering, cleaning, and other services in coordination with TfNSW agencies, relevant Rail Network Operators, and Bus/Coach Operators.

Managing a team of 6 direct reports who will be expected to manage effective and cost-efficient operational support by developing customer service strategies and initiatives which are sufficiently robust to meet medium and long-term objectives in a complex environment.

Click here to view a copy of the role description.

About you

•Extensive experience in leading an operational function within a complex organisational environment

•Proven experience driving partnerships and improving relationships with internal, external, and multiple third-party operators

•Able to understand technical issues at a strategic level, contextualising and seeing the broader network

•Efficiently manage the re-prioritisation of projects and allocation of work to team members, minimising disruption to the team, while delivering high-quality customer operations and planning advice

•Proven ability as a leader who models positive, performance-based culture, and a continuous improvement mindset

•Customer and performance-focused, engaging with open and concise communication

•Takes accountability for both personal management and team effectiveness.
 

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

At NSW TrainLink, we help connect passengers all over NSW and beyond. Our regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

Our services support thriving regional communities and economies by helping people access the things that are important to them, and by bringing visitors to our stunning regions.

Join us
 

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days. 

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Sunday 9th February 2024.

For more information about this role, please contact GORAN.DANILOV@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your

talent team member to arrange any adjustments to how you interact with us. 

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