Senior Manager Customer & Network Coordination

Last updated 10 days ago
Job Type:Full Time

Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.

We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking.
We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.

We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.

Evolving Transport

Transport for NSW is delivering an unprecedented $57.5b investment into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.

The Opportunity

We have an exciting opportunity for a Senior Manager – Customer & Network Coordination within our Regional and Outer Metropolitan team. These opportunities are based across NSW with key operational locations Northern – Grafton / Newcastle, Southern – Wollongong, Wagga Wagga, Western – Parkes, Dubbo.

The primary purpose of this role is to lead the coordination and management of transport network operations to ensure customer impacts are considered including overseeing planning and real-time operation of the network, managing the application of systems and tools, coordinating key multimodal touch points and managing regional resources, to deliver a high degree of operational readiness and to optimise all elements of customer service and experience.

You will work with your teams to ensure the successful delivery of frontline customer facing resources, enabling the network to run efficiently whilst assisting in the event of incidents and disruption. Key to success in the role is modelling what ‘good’ looks like and taking the division through its evolution embracing new technology, seeking and applying world best standards, having your team own outcomes and be challenged and empowered to deliver better outcomes for our customers.

You will play a key role in optimising the customer experience and ensure the delivery of high-quality, consistent and customer-focused operational services to enable safe, efficient and reliable journeys for customers across regional and outer-metropolitan NSW.

Please click here to view a copy of the position description.

Key accountabilities include:

  • Manage the operational efficiency of your team in coordinating network related activities, leading your team, manage performance and change, establishing a positive, improvement focussed culture and accountability. You will encourage diversity of thought and experience, highlighting the importance of managing an integrated network, empowering your teams’ accountability and champion improvements with all systems, processes and customer interactions.
  • Drive an increase in the use of smart technology, data analysis and innovative working, to complete a holistic picture of what good multi-modal transport is to our customers and provide a platform for change and improvement. Focus will be placed on correctly challenging how we proactively plan, respond and improve our approach to daily interactions and interventions in a safe, high touch and high engagement manner.
  • Engage with internal and external stakeholders across the transport network and associated services to understand what customers value, building and maintaining positive and collaborative relationships, to ensure cooperation in the management of an integrated multimodal state transportation network and to deliver operational improvements to support the achievement of organisational goals.
  • Ensure operational readiness for major planned and unplanned events, through contributing to both desktop and infield exercises, providing post-incident report outcomes, enabling timely debriefs to facilitate ongoing improvement and application of lessons learnt in operational service delivery. This is pivotal to leading change in how we deliver services across the whole journey lifecycle.

Our Commitment to Diversity

Great people come from all walks of life. We are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation.

If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Salary and Benefits

An attractive remuneration package at TSSM level will be negotiated with the successful candidate.

How to apply

To apply for this position, please submit a resume and answer all questions within the online application process.

Need help?

For more information on how to apply for a role in the NSW Public Sector please click here.

For any enquiries, please contact Simon Reed at

Applications Close: 11:59pm on Sunday, 3rd Feburary 2021