Customer Delivery Manager Lower North Island

Waka Kotahi NZ Transport Agency; Auckland; Hybrid; NZD 134,000 - 178,000; Full time

Job summary

Waka Kotahi NZ Transport Agency in Auckland is seeking a Customer Delivery Manager to support Motu Move, NZ's enhanced public transport experience. You will build trusted relationships with Public Transport Authorities, operators and partners, coordinating incident, escalation and service requests to drive reliable performance.

The role emphasizes cross‑organisational collaboration and continuous improvement, with a salary band of 133,632 to 178,176 NZD.

Qualifications

• Strong relationship management and stakeholder engagement skills.
• Experience delivering services or customer outcomes in 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 with a focus on continuous improvement and customer experience.

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 evolving Motu Move service.

Skills

Relationship management

Stakeholder engagement

Service delivery

Issue management

Communication

Continuous improvement

Job description

**Te Whiwhinga mahi | The opportunity**Motu Move is making public transport easier to use across New Zealand, creating a more consistent and accessible ticketing experience while supporting regional needs through a shared national platform.As a Customer Delivery Manager, you'll play a key role in supporting the ongoing success of this nationally significant service. You'll work closely with Public Transport Authorities, operators, suppliers and internal teams to ensure our partners receive responsive support, strong operational outcomes and a positive experience as Motu Move continues to evolve.This is an opportunity to join a growing service at an exciting stage of its journey, helping shape how we support customers and partners while contributing to a solution that will benefit communities across New Zealand for years to come.As the primary point of contact for a portfolio of Public Transport Authority partners, you'll build trusted relationships and work collaboratively across a broad network of stakeholders to support service performance, operational excellence and continuous improvement.You'll bring people together to solve problems, navigate operational challenges and ensure partners have confidence in the services we provide.Key responsibilities include:* Building and maintaining trusted relationships with Public Transport Authorities and key stakeholders* Acting as the primary operational point of contact for partner organisations* Coordinating incident, escalation and service request activities across partners, suppliers and internal teams* Monitoring service performance and driving continuous improvement initiatives* Supporting regional partners through operational events, service changes and the ongoing evolution of Motu MoveYou will find out more about the role here Position DescriptionWe are seeking to appoint at a salary between $133,632 and $178,176 of band commensurate to skills and experience.**Ko koe tēnei | About you**You'll be a relationship-focused professional who enjoys working with customers and stakeholders to achieve shared outcomes.You may come from a customer delivery, account management, service management, customer success or operational leadership background, and will be comfortable working across multiple organisations in a complex environment.You'll bring:* Strong relationship management and stakeholder engagement skills* Experience delivering services or customer outcomes within a complex operational environment* The ability to navigate competing priorities and coordinate across multiple teams* Confidence managing issues, escalations and operational challenges* Excellent communication skills and sound judgement* A proactive mindset with a focus on continuous improvement and customer experience* Experience within public transport, technology-enabled services or multi-vendor environments would be advantageous but is not essential.* You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.## Mō mātou |About UsTe Mahau | The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.At NZ Transport Agency | Waka Kotahi, it all starts with our people. The organisation's performance and success depend on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years’ time.**Ka whiwhi koe i te aha | What you will get in return**Joining NZTA will offer the opportunity to work on exciting and interesting programmes of work including our Motu Move which is making NZ public transport better for all of us.We are offering a very competitive salary and benefits package including 5 weeks annual leave so, you’re ready to bring your expertise, courage, and collaborative spirit to a role that truly matters—apply now and help us move New Zealand forward.Ready to take the next step in your career? We’d love to hear from you. Apply today following the instructions below.