General Manager, Customer Services

• Lead and transform a large-scale, multi-channel customer service function
• The opportunity to shape strategy and deliver impact at scale
• Permanent opportunity, Viaduct location

This is a rare opportunity to step into a high-impact leadership role and redefine how Aucklander’s experience transport every day.

We are seeking an exceptional, strategic Customer Services leader to lead one of the region’s most visible and critical service functions, shaping the way we connect with millions of customers across Tāmaki Makaurau.

Te Whiwhinga mahi | The Opportunity

At the heart of Auckland Transport, this role bridges customer experience with operational delivery, driving meaningful change at scale.

You will:

• Lead a large, multi-channel service ecosystem: Contact Centres, Service Centres, and Customer Care teams
• Champion a customer-first culture that lifts performance, accountability, and continuous improvement
• Turn insight into action, translating customer data into tangible service and operational outcomes
• Influence at scale, partnering across operations, planning, and technology to deliver integrated solutions
• Deliver measurable impact, improving service quality, responsiveness, efficiency, and safety for Aucklanders

This is more than a leadership role; it’s an opportunity to shape service delivery across an entire city.

Ko koe tēnei | About you

We’re looking for a senior leader who brings:

• Proven significant experience leading large-scale customer service or operations functions
• A strong track record of driving transformation and continuous improvement
• Experience building and leading high-performing, engaged teams
• Ability to operate at both strategic and operational levels
• Strong stakeholder management skills, including working at Executive level
• Financial and commercial acumen, including budget ownership
• A passion for delivering outstanding customer outcomes

Ko mātou tēnei | Our Organisation

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.

In addition, we also offer:

• Opportunity for greater leadership and accountability
• Investment in your professional development and training
• 25% discount on public transport services across Auckland
• Modern CBD (Wynyard Quarter) waterfront-based office
• Paid parental and partner leave
• Study assistance
• Health and Wellbeing benefits
• Professional memberships
• AT Connect groups such as Mana ka Māori, Women@AT, and many more!

Tono mai ināianei! | Apply Now!

Come join us in in shaping the future of transport in Auckland - apply today.

If you’re a strategic, customer-focused leader ready to make a meaningful impact, we’d love to hear from you.

Applications close 14th June 2026. For a confidential discussion please get in touch with Rennie Sharma, Talent Acquisition Business Partner ***email_hidden***

Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau. We tiaki all those who use transport in Tāmaki Makaurau.