Te Whiwhinga mahi - The Opportunity – Manager Customer Care – Improvement & Enablement
This role is accountable for the support functions that enable operational performance of the customer services group to achieve excellence in customer service. Plays a key role in supporting the development and implementation of a transformed service experience across products and services delivered by AT Customer Services.
Specifically, this role leads customer-centred improvement, process redesign, change readiness, performance reporting and insights, workforce forecasting, customer data governance, risk, health and safety, and the delivery of strong customer, people, operational and financial outcomes in line with AT policies and obligations.
Key tasks will include:
- Embed a customer-centred, one-team culture through clear communication, strong relationships, stakeholder engagement and effective change leadership
- Develop leadership capability across customer service through lead coaching and supporting the GM Customer Service increase performance and compliance.
- Lead, coach and develop an engaged, accountable team in line with AT values and HR practices; manage performance; and build resilience.
- Lead process redesign using principles of Lean including right first time, reduced waste, cost efficiency, standardisation and simplification.
- Manage Customer Services health and safety and risk registers, and strategic forecasting to strengthen capability, mitigate risk and identify opportunities to improve CX.
- Build effective partnerships with senior leaders, recruitment, training, Health & Safety and Risk teams to address people capability needs, attract and retain talent, and meet Customer Services obligations.
- Own performance frameworks, lead and lag KPIs, visual management and timely reporting across all Customer Services cycles, using clear commentary and insight to drive fact-based decisions and improvement
Nā tāu rourou | What will you bring?
Minimum:
- Relevant tertiary qualification in customer experience,
strategy, business, research, service design, public
policy or a related discipline; or equivalent experience.
Desired:
- Postgraduate qualification or recognised CX, service
design, research or change accreditation.
Role specific experience
Minimum:
- Significant leadership experience in CX, service design, insights or transformation.
- Proven ability to coach and grow leaders.
- Success leading process improvement within a complex stakeholder environment.
Desired:
- Experience in public transport, infrastructure, local
government or another complex service environment.
- Experience partnering with Mana Whenua and
Mataawaka and applying Te Tiriti principles.
Ko mātou tēnei | Our Organisation
At Auckland Transport, people are at the heart of everything we do. We're proud to foster a workplace where inclusion isn't just encouraged—it's embedded in our culture. We celebrate diversity in all its forms and are committed to creating an environment where everyone feels safe, respected, valued, and supported. Our values guide how we work and connect: Manaakitanga - we care deeply for our communities; Tiakitanga - we prioritise safety in every journey; Whanaungatanga - we build strong relationships; and Auahatanga - we strive to be better, bolder, together.
Tono mai ināianei! | Apply Now!
Come join us in shaping the future of transport in Auckland - apply today with an up-to-date CV and cover letter.
Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau.
We tiaki all those who use transport in Tāmaki Makaurau.