Senior Manager - High-Risk Escalations & Insights

Transurban; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible working options

Parental leave

Learning & development

Health and wellbeing support

Share offers

Volunteer days

Job summary

Transurban is seeking a Customer Specialist Support Manager in Melbourne to lead highly specialised teams handling complex escalations. You will partner with Legal, Risk and Corporate Affairs to manage sensitive matters and drive improvements across processes.

The role requires an analytical leader who translates data into executive insights, coaching a high-performing team and shaping customer resolution strategies across a regulated environment.

Qualifications

• Proven leadership experience in managing Team Leaders and highly specialised technical experts within a complex, high-volume customer service, advocacy, complaints, or dispute resolution environment.
• Experience working within large, highly regulated organisations with complex policy frameworks and dispute resolution processes.
• A hands-on, highly analytical approach with a numbers-driven mindset.

Responsibilities

• Lead, coach, and mentor a team of Team Leaders and Senior Specialists handling high-risk, complex escalations.
• Provide strategic oversight for sensitive customer escalations involving Ombudsman, ministerial, executive, and media matters.
• Monitor performance, manage backlogs, and translate complaint data into actionable insights and executive reports.
• Act as the key point of contact for senior internal stakeholders, delivering clear data-driven reporting on trends and team performance.

Job description

Transurban is seeking a Customer Specialist Support Manager in Melbourne to lead highly specialised teams handling complex escalations. You will partner with Legal, Risk and Corporate Affairs to manage sensitive matters and drive improvements across processes.

The role requires an analytical leader who translates data into executive insights, coaching a high-performing team and shaping customer resolution strategies across a regulated environment.