Head of Passenger Operations & Service Excellence

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 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