Manager Customer Care - Improvement & Enablement

Auckland Transport; Auckland, Māngere-Ōtāhuhu; On-site; NZD 120,000 - 170,000; Full time

Job summary

Auckland Transport is seeking a Manager Customer Care – Improvement & Enablement to drive customer-centred transformation across the customer services group in Auckland. You will lead improvement, process redesign, forecasting, data governance and risk management to deliver strong customer, people, and financial outcomes.

You will coach leaders, build capabilities, and establish performance frameworks with clear metrics and reporting.

Qualifications

• Minimum senior leadership experience in CX, service design or transformation.
• Proven ability to coach and grow leaders.
• Experience leading process improvement in a complex stakeholder environment.
• Experience in public transport, infrastructure, local government or similar services.
• Experience partnering with Mana Whenua and Mataawaka and applying Te Tiriti principles.

Responsibilities

• Embed a customer-centred culture across the team with strong stakeholder engagement.
• Lead change management, capability development and performance reporting.
• Oversee Lean-inspired process redesign for efficiency and quality.
• Own risk, health & safety, and governance related to CX initiatives.
• Build partnerships with senior leaders and HR to address capability needs.

Skills

CX leadership

Coaching leaders

Process improvement

Stakeholder engagement

Lean principles

Education

Relevant tertiary qualification in customer experience

Postgraduate qualification or CX/design accreditation

Job description

Manager Customer Care - Improvement & Enablement

Te Whiwhinga mahi- The Opportunity – Manager Customer Care – Improvement & Enablement

This role is accountable for the support functions that enable operational performance of the customer services group to achieve excellence in customer service. Plays a key role in supporting the development and implementation of a transformed service experience across products and services delivered by AT Customer Services.

Specifically, this role leads customer-centred improvement, process redesign, change readiness, performance reporting and insights, workforce forecasting, customer data governance, risk, health and safety, and the delivery of strong customer, people, operational and financial outcomes in line with AT policies and obligations.

Key tasks will include:

• Embed a customer-centred, one-team culture through clear communication, strong relationships, stakeholder engagement and effective change leadership
• Develop leadership capability across customer service through lead coaching and supporting the GM Customer Service increase performance and compliance.
• Lead, coach and develop an engaged, accountable team in line with AT values and HR practices; manage performance; and build resilience.
• Lead process redesign using principles of Lean including right first time, reduced waste, cost efficiency, standardisation and simplification.
• Manage Customer Services health and safety and risk registers, and strategic forecasting to strengthen capability, mitigate risk and identify opportunities to improve CX.
• Build effective partnerships with senior leaders, recruitment, training, Health & Safety and Risk teams to address people capability needs, attract and retain talent, and meet Customer Services obligations.
• Own performance frameworks, lead and lag KPIs, visual management and timely reporting across all Customer Services cycles, using clear commentary and insight to drive fact-based decisions and improvement

Nā šā rourou | What will you bring?

Minimum:

• Relevant tertiary qualification in customer experience,

policy or a related discipline; or equivalent experience.

• Postgraduate qualification or recognised CX, service

design, research or change accreditation.

Role specific experience

Minimum:

• Significant leadership experience in CX, service design, insights or transformation.
• Proven ability to coach and grow leaders.
• Success leading process improvement within a complex stakeholder environment.
• Experience in public transport, infrastructure, local

government or another complex service environment.

• Experience partnering with Mana Whenua and

Mataawaka and applying Te Tiriti principles.

At Auckland Transport, people are at the heart of everything we do.We'reproud to foster a workplace where inclusionisn'tjust encouraged—it'sembedded in our culture. We celebrate diversity in all its forms and are committed to creating an environment where everyone feels safe, respected, valued, and supported. Our values guide how we work and connect:Manaakitanga- we care deeply for our communities;Tiakitanga- we prioritise safety in every journey; Whanaungatanga - we build strong relationships; andAuahatanga- we strive to be better, bolder, together.

We tiaki all those who use transport in Tāmaki Makaurau.

Reference # 77116

Location(s) Western Auckland, Central Auckland, South Auckland, East Auckland

Expertise Call Centre, Communications , Community Services, Customer Service, Executive Admin, Governance, HR & Recruitment, Information Technology, Management, Planning, Public Transport, Public Transport Specialists, Quality Assurance, Risk & Assurance Management, Senior Management, Service delivery, Stakeholder relationships