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About this opportunity
Yarra Tram requires a Frontline Improvement Manager within our Customer Service department. In this new role you will lead a program to design, review and implement improvements to the Frontline Team of Authorised Officers (AOs) and Customer Support Employees (CSEs) new-starter training, refresher training, and operational processes and procedures. Reporting to the Head of Authorised Officers this role will be:
- Leading a time-bound, enterprise-level improvement program to design, review and implement improvements to the Frontline Team of Authorised Officers (AOs) and Customer Support Employees (CSEs) new-starter training, refresher training, and operational processes and procedures.
- Ensuring AO and CSE capability, consistency and professionalism directly support improved Customer Experience Index (CXI) and Passenger Experience Regime (PXR) outcomes, safety, fare compliance and customer confidence.
- Translating operational insights, customer data, risk findings and frontline feedback into practical, scalable and sustainable improvements.
- Leaving a lasting uplift in training quality, operational discipline and continuous improvement maturity across the Authorised Officer and Customer Support functions.
- Leading the Customer Service Support team consisting of Rostering Clerk, Administration Officers and Training Officer.
About you
Ideally you will have:
- Tertiary qualifications in Business, Education, Change Management or a related discipline, or equivalent experience.
- Change management or continuous improvement qualifications (desirable).
- Demonstrated experience leading large-scale training or operational improvement programs in a frontline or regulated environment.
- Strong understanding of adult learning principles and training effectiveness.
- Experience redesigning processes and procedures in complex organisations.
- Ability to link capability uplift to CXI, PXR and operational KPIs.
- Strong stakeholder engagement, facilitation and influencing skills.
- Excellent written communication skills, particularly in developing clear, practical procedures.
- Sound understanding of safety, compliance and risk management.
Applications close: 05 May 2026
Why Yarra Trams?
At Yarra Trams, we foster a workplace grounded in respect, celebrating diversity and embracing inclusivity. You’ll also enjoy the following benefits:
- A free travel pass for Victoria’s Public Transport Network
- Competitive salary and great conditions
- Professional development
- Career growth opportunities
- A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
- Paid Parental Leave for primary caregivers
About Yarra Trams
Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.
We're all Journey Makers, connecting people and communities across Melbourne. We’re committed to caring for each other, our passengers, and the communities we serve. Our Diversity & Inclusion Strategy is a key pillar and as an equal opportunity employer, we value diversity and encourage candidates of all ages, those with disabilities, and people of Aboriginal and Torres Strait Islander heritage to apply.
Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).
If you would like further details about an advertised role, or if you require an adjustment in the application process, or any other information in alternate formats please email careers@yarratrams.com.au or call 1800 800 007