Head of Customer Operational Delivery at NZ Transport Agency Waka Kotahi

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

12 Apr, 26

Salary

0.0

Posted On

12 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Operations, Operational Efficiency, Stakeholder Management, Change Management, Continuous Improvement, Risk Management, Budget Management, Automation, Process Design, Team Leadership, Compliance, Performance Reporting, Strategic Leadership, Communication Skills, Commercial Acumen, Te Ao Māori Knowledge, Te Tiriti o Waitangi Knowledge

Industry

Government Administration

Description

Lead strategic transformation and operational excellence for NZTA’s customer services. Drive continuous improvement and innovation in frontline service delivery. Make a real impact on the experience of people interacting with New Zealand’s transport system. Location: Wellington, Auckland or Hamilton Te Whiwhinga mahi | The opportunity As Head of Customer Operational Delivery, you’ll provide strategic leadership for NZTA’s customer transactional and support services, ensuring consistent, efficient, and high-quality delivery. You’ll drive integration and optimisation of systems and processes, foster a culture of continuous improvement, and align operational activities with NZTA’s customer strategy. Working closely with key partners and teams, you’ll identify opportunities for automation, streamline operations, and enhance service delivery. You’ll oversee performance reporting, compliance, and risk management, while leading the integration of new functions and supporting major projects like the Safety Camera System and Low Emission Vehicles scheme. This senior role offers the chance to shape service excellence and make a meaningful impact for customers and communities across New Zealand. Key responsibilities: Build and lead an operational function aligned with NZTA’s strategy and service principles. Lead strategic and operational relationships with key industry partners. Identify and implement automation and process design opportunities. Collaborate to reduce cost to serve and enhance service delivery. Deliver operational performance reporting and ensure compliance. Lead integration of new functions and teams. Oversee operational delivery of the Safety Camera System, Tolling Replacement Project, and Low Emission Vehicles scheme. Manage operational service delivery risk, business readiness, and benefits realisation. Find out more about the role in the Position Description. Ko koe tēnei | About you To be successful in this role, you will bring Significant experience in high-volume transactional customer service operations leadership, ideally in government, infrastructure, or regulated sectors. Strong process-driven mindset and a track record of improving operational efficiency. Experience embedding assurance practices and managing high-performing teams. Proven stakeholder relationship management and communication skills. Experience leading change management and continuous improvement initiatives. Commercial acumen, including risk monitoring, budget management and experience with operational programs exceeding NZ$100M You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service. Mō mātou | About Us Te Mahau – Customer and Services Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple, easy to use, and effective for the user. We are committed to improving the experience of people who interact with NZTA and our services and products, driving efforts to assess and elevate areas where the customer experience can be optimised. The Customer Operational Delivery team streamlines and strengthens frontline service delivery, focusing on continuous improvement, operational efficiencies, and better outcomes for customers. Ka whiwhi koe i te aha | What you will get in return At NZTA you’ll join a team committed to modernisation and service excellence. We offer: A competitive salary and benefits package. Flexible working arrangements, including remote/hybrid options (role dependent). 5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees. A culture that values diversity, inclusion, and continuous improvement. Learn more about our benefits. Me pēhea te tuku tono | How to apply Please click apply to upload your CV and cover letter detailing your suitability for the role. Rā Katinga | Applications close: 26 January 2026 For further information, email: careers@nzta.govt.nz To be considered for this position you must have a legal right to live and work in New Zealand. Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process. Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time. Ko wai mātou | About us At Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

Responsibilities

The Head of Customer Operational Delivery will lead the strategic transformation and operational excellence of NZTA’s customer services, ensuring high-quality delivery. This role involves driving integration and optimization of systems and processes while overseeing major projects and performance reporting.