Customer Service Experience Manager
Job Summary
The Customer Service Experience Manager will support the management of station operations, customer service delivery, and frontline operational performance across the rail network. This role ensures smooth and safe passenger movement while maintaining high standards of customer experience. The position involves collaborating with cross-functional teams to develop operational processes, service improvements, and emergency contingency plans.
Responsibilities
- Manage station operations and frontline service delivery
- Ensure compliance with safety standards and operating procedures
- Develop service improvement initiatives and contingency plans
- Coordinate with cross-functional internal stakeholders
Required Skills
- Stakeholder management
- Operational leadership
- Problem-solving
- Crisis management
- Customer experience strategy
Job Details
Responsibilities:
- Oversee frontline service delivery, staff performance, operational readiness, and incident response.
- Ensure services are delivered efficiently and in accordance with established operating procedures and safety standards.
- Develop operational processes, service improvement initiatives, and contingency plans for daily operations and emergency situations.
- Collaborate with internal stakeholders across operations, engineering, communications, and support functions to address customer-related matters and enhance the overall passenger journey.
Requirements:
- Experience within transportation, public service, operations, customer service, or other customer-facing operational environments.
- Strong leadership, stakeholder management, problem-solving, and communication skills.
- Ability to perform effectively in a fast-paced operational setting.
- Proven experience managing teams, driving service excellence, and handling operational incidents.