Head of Operations and Onboard Experience

KiwiRail; Christchurch; On-site; NZD 140,000 - 190,000; Full time

Job summary

KiwiRail is seeking an experienced senior operations leader to unite safe, commercially effective core services with an outstanding onboard customer experience. Based in Christchurch, you will lead a dispersed team of around 70 staff and seasonal crew, ensuring safety, reliability and high-quality passenger experiences across Great Journeys New Zealand.

You will manage budgets, champion safety leadership, develop frontline capability, and collaborate with KiwiRail teams and unions to drive

Qualifications

• Experience leading a sizeable, rostered or geographically dispersed workforce.
• Strong operational judgement in a complex, customer-facing environment.
• Proven safety leadership within a regulated operation.
• Ability to make sound decisions with available information and escalate risks.
• Strong financial and commercial acumen, including budgets and forecasting.
• Experience building capability and performance expectations.
• Track record improving customer experience through leadership and discipline.
• Strong relationship-building with frontline teams, stakeholders and unions.

Responsibilities

• Lead safe, reliable service delivery, operational readiness, and the response to incidents and disruptions.
• Develop frontline leaders, setting clear standards, and creating a high-performing, accountable and inclusive culture.
• Deliver an exceptional customer experience through practical training, frontline leadership and clearly defined service standards.
• Own the operating budget, manage forecasts and make sound decisions about costs, revenue and commercial performance.
• Work closely with asset & facilities teams to align priorities, fleet availability and investment planning with service requirements.
• Oversee the operational delivery of catering, onboard retail and customer service.
• Build constructive relationships across KiwiRail and with union partners, suppliers and other key stakeholders.
• Use customer feedback, operational insight and performance data to deliver practical improvements.
• The role encompasses fleet operations, crew leadership, disruption response, onboard service standards, and catering.

Skills

Leadership of leaders

Operational judgement

Safety leadership

Financial acumen

Stakeholder management

Education

Relevant tertiary qualification

Job description

KiwiRail connects New Zealand through sustainable rail and shipping services that create value for our customers, communities, and people.

For more than 150 years, rail has connected communities, carried freight and passengers, and showcased Aotearoa to the world. Our purpose, Hononga Whaikaha, Oranga mō Aotearoa — Stronger Connections, Better New Zealand, guides how we work.

Great Journeys New Zealand (GJNZ) is an important part of this story, connecting people with some of New Zealand’s most spectacular destinations.

We are a team of more than 4,500 people, working together across KiwiRail to deliver safe, reliable, and customer-focused services. Safety, health, and wellbeing are our number one priority, so our people return home safe and healthy every day.

Great Journeys New Zealand is looking for an experienced senior leader who can bring safe and commercially effective operations together with an outstanding onboard customer experience.

Reporting to the General Manager Passenger, you will lead a geographically dispersed workforce of approximately 70 people, with additional seasonal crew during the busy summer months.

Based in Christchurch, you will provide visible leadership and work with other KiwiRail teams to keep services running safely and reliably while improving how we deliver them.

This is an opportunity to lead a distinctive New Zealand tourism operation and directly influence the experiences our customers remember long after their journey.

What you’ll do

You’ll lead your managers, setting clear direction, building leadership capability and holding the operation accountable for results. You’ll stay close enough to the frontline to understand how services run, while empowering your managers to lead day-to-day delivery.

You will:

• Lead safe, reliable service delivery, operational readiness, and the response to incidents and disruptions
• Build the capability of operational and onboard leaders, setting clear standards and creating a high-performing, accountable and inclusive culture
• Deliver an exceptional customer experience through practical training, strong frontline leadership and clearly defined service standards
• Own the operating budget, manage forecasts and make sound decisions about costs, revenue and commercial performance
• Work closely with asset & facilities teams to align operational priorities, fleet availability and investment planning with service requirements
• Oversee the operational delivery of catering, onboard retail and customer service
• Build constructive relationships across KiwiRail and with union partners, suppliers and other key stakeholders
• Use customer feedback, operational insight and performance data to deliver practical improvements

The role brings together fleet operations, crew leadership, disruption response, onboard service standards, and catering. You will work closely with the teams responsible for rolling stock asset integrity, network services, property, sales and marketing.

This is primarily a standard business hours leadership role within a seven-day passenger operation. You will need flexibility to provide leadership outside normal hours when incidents, disruptions, or significant operational demands require it.

Regular travel is required, principally to Wellington, with occasional travel to Auckland and other GJNZ operational locations.

We are looking for an experienced operational leader who can balance safety, service, people, and commercial priorities.

You will bring:

• Experience leading leaders and a sizeable, rostered or geographically dispersed workforce
• Strong operational judgement gained in a complex, customer-facing environment
• Proven safety leadership and experience working within a regulated operation
• The ability to remain calm, make sound decisions with the information available and recognise when a significant risk needs to be escalated
• Strong financial and commercial acumen, including responsibility for budgets, forecasting, suppliers and cost performance
• Experience building capability, setting clear performance expectations and addressing difficult employee matters fairly
• A record of improving customer experience through people leadership, training and operational discipline
• Strong relationship-building skills, including the ability to work constructively with frontline teams, senior stakeholders and union partners

Your background could be in rail, buses, ferries, aviation, tourism, major visitor attractions, stadiums or large multi-site hospitality. Direct rail experience would be valuable, but it is not essential. What matters most is your ability to lead people, run a disciplined operation and deliver an exceptional customer experience.

You’ll have a relevant tertiary qualification or equivalent senior operational experience, along with a current New Zealand Driver Licence. You must also be able to travel regularly and meet KiwiRail’s safety-critical employment requirements.

Nōu te rourou | What’s in it for you:

Here’s a rare chance to lead a major passenger operation and help shape the experience people remember long after their journey.

You’ll have the opportunity to:

• Lead the teams delivering Great Journeys New Zealand’s scenic rail experiences.
• Make a visible difference to service performance and the onboard customer experience.
• Develop capable leaders and build a strong, inclusive frontline culture.
• Join the Passenger Leadership Team and influence decisions across the wider business.
• Build connections across KiwiRail and the tourism and transport sectors.

Kua rite, kia rite | Ready to Make a Difference?

If you are an experienced operational leader who brings people together, makes sound decisions, and keeps safety at the centre, we would like to hear from you.

Join the Passenger Leadership Team and influence the wider Passenger business, help shape safe, reliable, and memorable journeys for passengers travelling across Aotearoa.

Me pēhea te tuku tono | How to Apply

Apply online with your CV and covering letter. Please tell us about your operational leadership experience and how you would contribute to safe, reliable, and customer-focused GJNZ services.

KiwiRail is committed to an inclusive workplace where everyone can contribute and feel they belong. We welcome applications from people with diverse backgrounds, experiences, and perspectives.

If you’re a current KiwiRail employee, please apply using your internal profile.

Rā aukati | Applications close:11th October 2026 (unless filled sooner)