Customer Delivery Manager Lower North Island

CGR Services; Wellington; On-site; NZD 134,000 - 178,000; Full time

Benefits offered by this job

5 weeks annual leave

Job summary

NZ Transport Agency – Waka Kotahi is hiring a Customer Delivery Manager to support public transport partnerships across Aotearoa. Based in Wellington or Palmerston North, you will work with Public Transport Authorities, operators and suppliers to deliver responsive support and strong operational outcomes.

You will be the primary contact for a portfolio of partners, driving continuous improvement, incident management and service requests, while applying collaboration across multiple teams and a

Qualifications

• Strong relationship management and stakeholder engagement.
• Experience delivering services or customer outcomes in a complex operational environment.
• Ability to navigate competing priorities and coordinate across multiple teams.
• Excellent communication skills and sound judgement.
• Proactive mindset with a focus on continuous improvement and customer experience.
• Knowledge of Te Ao Māori and Te Reo Māori is advantageous.

Responsibilities

• 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 Move

Skills

Relationship management

Stakeholder engagement

Coordination across teams

Communication skills

Continuous improvement

Problem solving

Public transport knowledge

Job description

Help shape the future of public transport across Aotearoa. Build trusted partnerships with regional transport authorities. Wellington or Palmerston North location. 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

• 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 Move

About you

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

About Us

Te 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.

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.

Requirements

We are seeking to appoint at a salary between $133,632 and $178,176 of band commensurate to skills and experience. Wellington or Palmerston North location – full‑time, permanent.

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Applications close: 22 September 2026. For further information, email: [e-mail]