Passenger Experience Delivery Manager

Metro Trains Melbourne

Location: Melbourne

Job Type: Full time


Metro moves you around Melbourne.

As the city’s metropolitan rail service, Metro operates 226 six carriage trains across 998 kilometres of track, transporting 450,000 customers each day. We aim to encourage the Melbourne community’s vibrant and ever evolving lifestyles, by providing a seamless transport solution to keep individuals connected.

With 15 lines, 222 stations and services seven days a week, Metro can take you wherever you’re headed across the city, whenever you want to go.

Position Purpose

We have an excellent opportunity to join the Passenger Experience division as a Passenger Experience Regime (PXR) Delivery Manager on a 6 month Fixed Term Contract. In this role you will coach, mentor and lead a small team responsible for overseeing day to day delivery of the cleaning contract for stations. You will ensure contract requirements are delivered to the agreed standard, and that positive passenger outcomes are achieved. This role will require you to work collaboratively with stakeholders from across the Passenger Experience delivery function, the broader MTM organisation and external suppliers to exceed franchise commitments in the delivery of passenger experience initiatives.

About the Role:

As the Passenger Experience Regime Delivery Manager, you will:

  • Oversee the delivery of the cleaning contract for stations and associated facilities, partnering with the cleaning contract supplier to ensure compliance to requirements and achievement of agreed standards
  • Provide effective oversight of the delivery of passenger experience regime initiatives as it relates to cleanliness, information, frontline staff, reporting and asset condition
  • Initiate continuous improvement programs ensuring compliance with agreed PXR KPIs, all regulatory, industry and MTM standards, procedures, processes, contracts and agreements, including the Franchise Agreement
  • Report monthly and quarterly KPI results. Ensure any non-conformities are adequately mitigated
  • Partner with key stakeholders to understand constraints affecting PXR delivery and provide support as required
  • Contribute to and execute strategic plans and the annual business plan
  • Seek continuous improvement in our safety practices and adhere to all safety programs and standards

What's in it for You?

  • Metro supports work/life balance and understands that there is more to life than work. We provide opportunities to work from home as agreed with your line manager aligned with achieving required business outcomes and MTM Flexible Work policy
  • All Metro employees receive a free Myki Pass that allows free Public Transport in Victoria
  • Have a significant impact on improving current processes and initiatives
  • Work with a supportive, down to earth team of individuals from varying backgrounds and experiences
  • Access to a wide range of corporate discounts

About Us

Our aim is to promote work/life balance, allow members to bring their unique selves to work and be truly focused on a common goal which is to provide a world-class railway service. Furthermore, you will work in a highly supportive team environment that empowers you to make decisions, values your ideas and contributions, and encourages career development.

At Metro we believe that inclusion is the achievement of a work environment, in which all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to our success.

We place a significant focus on increasing women in our workforce and have made substantial efforts to increase the number of women in train driving, engineering, and senior leadership roles. We also have our commitment to social inclusion employment for people from under-represented groups and those facing barriers to employment

About You:

To be successful in this role, you will have to meet the following Key Selection Criteria (KSC):

  • Contract management experience
  • Demonstrated effective influencing and negotiation skills in an environment where resources may not be in direct control
  • Strong stakeholder and engagement ability
  • A continuous improvement mindset that drives change
  • Proven ability in developing individuals and building effective, high-performance teams

To make a formal application, you must obtain an endorsement from your manager, upload a Cover Letter that address the Key Selection Criteria and a current resume.

You’ve got this!