Customer Operations Director

ScotRail; East Kilbride; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading transportation provider in East Kilbride is seeking a Customer Operations Director to enhance the passenger experience across Scotland’s Railway. This strategic role involves leading diverse teams, maximizing revenue through planning, and managing stakeholder relations. Ideal candidates will have a proven record in customer service at the director level, strong communication skills, and the ability to inspire teams. The position offers an extensive rewards package including pension schemes and travel benefits.

Benefits

Contributory Final Salary Pension scheme

Free and reduced rate rail travel

Generous holiday allowance

Enhanced company sick pay

Life Insurance cover for 4 x annual salary

Lifestyle benefit options

Qualifications

• Proven experience operating at a director level managing large, multi-functional teams focused on customer service and operational delivery.
• Demonstrable success creating and implementing strategies to deliver sustained improvements in customer satisfaction.
• Effective communicator with experience operating and influencing at Board level and with external stakeholders and partners.
• High levels of motivation and adaptability, with the ability to deliver under pressure and drive performance improvements.
• Skilled in managing employee relations and balancing team and business needs.
• Inspirational leadership style that motivates teams to deliver visible, impactful changes to the customer experience.

Responsibilities

• Lead the delivery of an exceptional passenger experience across Scotland’s Railway.
• Drive operational excellence through effective leadership of customer-facing teams.
• Maximise revenue opportunities through strategic planning for major events and reduce ticketless travel.
• Lead trade union negotiations to maintain strong employee relations.
• Engage with key stakeholders including Transport Scotland, Scottish Rail Holdings, Network Rail, and the media.

Skills

Customer service focus

Strategic planning

Effective communication

Leadership

Employee relations management

Performance improvement

Job description

Role – Customer Operations Director

Closing Date – 15th August 2025

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

Not your average role….

ScotRail has an exciting opportunity for a strategic and customer-focused Customer Operations Director to lead the delivery of an exceptional passenger experience across Scotland’s Railway. The Customer Operations Director will play a pivotal role in shaping the customer journey by driving operational excellence through effective leadership of our customer-facing teams. The Customer Operations Director will also maximise revenue opportunities through strategic planning for major events whilst reducing ticketless travel through effective deployment of frontline teams and revenue protection resources.

The Customer Operations Director will also lead trade union negotiations to maintain strong employee relations with all recognised unions, and represent ScotRail internally and externally, engaging with key stakeholders including Transport Scotland, Scottish Rail Holdings, Network Rail, and the media.

Please note there will be on-call commitments for this role

What you bring

* Proven experience operating at a director level managing large, multi-functional teams focused on customer service and operational delivery.

* Demonstrable success creating and implementing strategies to deliver sustained improvements in customer satisfaction.

* Effective communicator with experience operating and influencing at Board level and with external stakeholders and partners.

* High levels of motivation and adaptability, with the ability to deliver under pressure and drive performance improvements.

* Skilled in managing employee relations and balancing team and business needs.

* Inspirational leadership style that motivates teams to deliver visible, impactful changes to the customer experience.

What we offer you

ScotRail offer an excellent rewards package including:

* Contributory Final Salary Pension scheme.

* Free and reduced rate rail travel for you and your family.

* Generous holiday allowance.

* Enhanced company sick pay and family leave including maternity, paternity and adoption.

* Life Insurance cover for 4 x annual salary.

* Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan.

Please note that due to the volume of interest received these vacancies could close prior to the published date.

Equal Opportunities

ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.