Senior Operations Manager, Public Transit & Client Success

First Group; Accrington; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Pension

Discounted travel for self and family

Cycle to work

25 days holiday + bank holidays

Share purchase scheme

Job summary

First Bus in Accrington is seeking an experienced Operations Manager to lead local service delivery. You will oversee safety, customer satisfaction and SLA performance while coordinating with internal teams and external partners to keep services running smoothly.

You will manage events and plans, build strong client relationships, and drive improvements to meet H&S and regulatory standards. The role requires flexible, proactive leadership and a track record in transport operations.

Qualifications

• Customer engagement and service delivery focus.
• Proven project management experience.
• Strong leadership with ability to influence.
• Ability to develop disciplined procedures and processes.
• Ability to handle complex information and make decisions.
• Experience planning events/operations, and managing resources.

Responsibilities

• Ensure safety standards are maintained during external operational activity.
• Know the customer SLA and strive to meet it.
• Support standardised blockade management plans and traffic requirements.
• Build and maintain relationships with key client personnel.
• Liaise with external agencies and stakeholders for plans and operations.
• Review and implement process improvements for service delivery.
• Attend internal Operations meetings to align on H&S, supplier management, and operations.
• Provide feedback to SLT on operator and customer performance for improvements.

Skills

Customer engagement

Project management

Leadership

Stakeholder management

Budgeting

Operations planning

Job description

First Bus in Accrington is seeking an experienced Operations Manager to lead local service delivery. You will oversee safety, customer satisfaction and SLA performance while coordinating with internal teams and external partners to keep services running smoothly.

You will manage events and plans, build strong client relationships, and drive improvements to meet H&S and regulatory standards. The role requires flexible, proactive leadership and a track record in transport operations.