General Manager, Customer Services

About the role

The General Manager, Customer Services will lead a large, multi‑channel service ecosystem for Auckland Transport, shaping how millions of Aucklanders experience daily transport. This permanent, on‑site role offers the chance to drive strategic change and operational excellence across contact centres, service centres and customer care teams.

Key responsibilities

• Lead and transform a large‑scale, multi‑channel customer service function.
• Champion a customer‑first culture that improves performance, accountability and continuous improvement.
• Translate customer insights into actionable service and operational outcomes.
• Partner with operations, planning and technology teams to deliver integrated solutions.
• Deliver measurable improvements in service quality, responsiveness, efficiency and safety.

Required profile

• Significant experience leading large‑scale customer service or operations functions.
• Proven track record of driving transformation and continuous improvement.
• Ability to operate at both strategic and operational levels.
• Strong stakeholder management skills, including executive‑level engagement.
• Financial and commercial acumen with budget ownership experience.

Required skills

What we offer

• Greater leadership and accountability opportunities.
• Investment in professional development and training.
• 25% discount on public transport services across Auckland.
• Modern waterfront office in the Wynyard Quarter.
• Paid parental and partner leave, study assistance, health and wellbeing benefits.
• Access to AT Connect groups such as Mana ka Māori and Women@AT.