Customer Delivery Manager

Jobtailor; Wellington; On-site; NZD 85,000 - 110,000; Full time

Job summary

Jobtailor in Wellington, New Zealand seeks a relationship-driven professional to lead customer delivery and account management across Public Transport Authorities and partners. You will act as the primary operational contact, coordinate incidents and service requests, and drive improvements to partner experience.

The ideal candidate has experience in complex operational environments, strong communication, and a proactive mindset, with knowledge of Te Tiriti o Waitangi and Te Reo Māori beneficial.

Qualifications

• Relationship-focused professional background.
• Experience in customer delivery, account management, service management, customer success or operational leadership.
• Experience delivering services or customer outcomes within a complex operational environment.
• Ability to navigate competing priorities and coordinate across multiple teams.
• Confidence managing issues, escalations and operational challenges.
• Excellent communication skills and sound judgement.
• Proactive mindset focused on continuous improvement and customer experience.
• Experience within public transport, technology-enabled services or multi-vendor environments would be advantageous.
• Knowledge of, or willingness to gain an understanding of, Te Ao Māori and promote tikanga and Te Reo Māori.
• Knowledge of, or willingness to gain an appreciation of, Te Tiriti o Waitangi as it applies in the public service.
• Legal right to live and work in New Zealand.
• CV and cover letter required.

Responsibilities

• Build and maintain trusted relationships with Public Transport Authorities and key stakeholders.
• Act as the primary operational point of contact for partner organisations.
• Coordinate incident, escalation and service request activities across partners, suppliers and internal teams.
• Monitor service performance and drive continuous improvement initiatives.
• Support regional partners through operational events, service changes and the ongoing evolution of Motu Move.
• Work with Public Transport Authorities, operators, suppliers and internal teams to ensure responsive support, strong operational outcomes and positive partner experiences.
• Bring stakeholders together to solve problems, navigate operational challenges and maintain confidence in provided services.

Skills

Relationship management

Account management

Service management

Customer success

Operational leadership

Communication

Problem solving

Continuous improvement

Job description

• Build and maintain trusted relationships with Public Transport Authorities and key stakeholders


• Act as the primary operational point of contact for partner organisations


• Coordinate incident, escalation and service request activities across partners, suppliers and internal teams


• Monitor service performance and drive continuous improvement initiatives


• Support regional partners through operational events, service changes and the ongoing evolution of Motu Move


• Work with Public Transport Authorities, operators, suppliers and internal teams to ensure responsive support, strong operational outcomes and positive partner experiences


• Bring stakeholders together to solve problems, navigate operational challenges and maintain confidence in provided services

Requirements

• Relationship-focused professional background


• Experience in customer delivery, account management, service management, customer success or operational leadership


• Experience delivering services or customer outcomes within a complex operational environment


• Ability to navigate competing priorities and coordinate across multiple teams


• Confidence managing issues, escalations and operational challenges


• Excellent communication skills and sound judgement


• Proactive mindset focused on continuous improvement and customer experience


• Experience within public transport, technology-enabled services or multi-vendor environments would be advantageous but is not essential


• Knowledge of, or willingness to gain an understanding of, Te Ao Māori and promote tikanga and Te Reo Māori


• Knowledge of, or willingness to gain an appreciation of, Te Tiriti o Waitangi as it applies in the public service


• Legal right to live and work in New Zealand


• CV and cover letter required

Core Competencies

Demonstrates strong relationship management and operational leadership skills, with a focus on delivering customer outcomes and continuous improvement in complex environments. Proficient in coordinating across multiple teams and managing escalations while promoting cultural understanding and responsiveness.

Highest-signal resume keywords

• Relationship Management


• Operational Leadership


• Customer Success


• Service Management


• Continuous Improvement

Soft Skills

• Excellent Communication Skills


• Proactive Mindset


• Sound Judgement

Certifications & Qualifications

• Legal Right to Live and Work in New Zealand

Industry Keywords

• Public Transport


• Customer Delivery


• Account Management


• Service Management


• Operational Environment


• Te Ao Māori


• Tikanga


• Te Reo Māori


• Te Tiriti o Waitangi


• Multi-Vendor Environments