This is a Manager Customer Service & Experience role with Public Transport Authority based in Perth, WA, AU Public Transport Authority Role Seniority - senior More about the Manager Customer Service & Experience role at Public Transport Authority Make your mark by leading customer service innovation at the Public Transport Authority Make a lasting impact in a high-profile leadership role Shape customer experience for thousands of public transport users Base salary of $159,971 – $184,504 plus 12% superannuation THE ORGANISATION The Public Transport Authority (PTA) is currently experiencing an unprecedented period of change and growth, making it an exciting time to join the team and be a part of something truly impactful to the community. We are focussed on delivering safe, customer focussed and efficient public transport services, and ensuring our people are supported to grow their career and contribute to our purpose. At the PTA, we hold five core values dear: safety, respect, recognition, integrity, and sustainability. These values guide everything we do, ensuring a workplace where safety is paramount, respect is fundamental, achievements are celebrated, integrity is unwavering, and sustainability is integral to our mission. ABOUT THE ROLE This is a senior leadership position with a strong operational focus. As Head of the Customer Service and Experience Branch, you will oversee the planning and delivery of services that move thousands of people safely and efficiently across the Transperth urban rail network. Your role is critical in managing complex operations, coordinating large-scale events, and ensuring continuity during planned and unplanned disruptions. We are seeking a leader with proven experience in high-pressure, people-movement environments—such as transport, emergency services, aviation, or large-scale event operations. You will bring strategic thinking and operational expertise to deliver safe, reliable, and customer-focused services, while driving innovation and continuous improvement across systems and processes. Your leadership will foster a culture of service excellence, underpinned by a commitment to our values and strong project and organisational management skills. ABOUT YOU We’re looking for a senior leader with proven experience in complex, high-pressure operational environments. You will bring: Strategic and operational leadership expertise in managing large-scale service delivery, workforce planning, and continuous improvement in safety and performance. Experience in people movement and logistics within industries such as transport, aviation, emergency services, or large event operations, with strong risk management and compliance skills. Exceptional stakeholder engagement and communication skills, with the ability to influence, negotiate, and lead cultural change across diverse teams. Advanced problem-solving and analytical capability, able to anticipate challenges and deliver innovative solutions in dynamic environments. THE PACKAGE An attractive base salary of $159,971 – $184,504 plus super is on offer for this permanent position. FURTHER INFORMATION For further information about the role please contact Mr Mark Wirski, General Manager for Transperth Train Operations, on 9326 2572 or at mark.wirski@pta.wa.gov.au. To be eligible to work permanently at the PTA you must be either an Australian Citizen, have Permanent Residency status or hold a current visa with permanent working rights in Australia. The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply. For more information about the PTA, please visit www.pta.wa.gov.au. For technical difficulties, please contact the RAMS helpdesk at 1300 733 056 or email ramshelpdesk@bigredsky.com. HOW TO APPLY Applicants are requested to provide the following: A comprehensive CV with two work related referees. A covering letter of no more than two pages, outlining your interest in the position and addressing your suitability to the role. Applicants must apply online, using the ‘Apply’ button at the top of the screen. This will take you to the WA Jobs board www.jobs.wa.gov.au where you will need to follow the instructions listed on the advert. If not directed straight to the position, please key Position Number 30170 in the web search box. All applications must be submitted through the PTA website, or the WA Government jobs portal. Applications received via other platforms will not be considered. Please note you will be required to complete the PTA Integrity and Qualification Consent Form and an Australian National Police Clearance (NPC) should you become the recommended applicant through the recruitment process. Adverse outcomes of Integrity reviews and NPC’s will not necessarily disqualify an applicant from the selection process. All PTA positions are subject to ongoing integrity screening. Suitable applicants may also need to undertake a full and comprehensive medical assessment. Closing Date: Tuesday, 3 February 2026 at 5:00pm Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Public Transport Authority team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading customer service innovation Managing complex operations Fostering a culture of service excellence Key Strengths Strategic leadership Stakeholder engagement Problem-solving ⚖️ Risk management Communication Event coordination A Final Note: This is a role with Public Transport Authority not with Hatch.
