Area Manager, Authorised Officers

Job description:

Yarra Trams is seeking an experienced Area Manager to lead a consistently high-performing frontline operational team across two depots, driving exceptional customer experiences, employee engagement and operational excellence.

Reporting to the Head of Authorised Officers, you will provide leadership to a well-established team that plays an important role in supporting safe, welcoming and positive journeys for passengers across Melbourne's tram network.

This is an exciting opportunity to build on the success of a team that consistently delivers strong operational outcomes, customer service standards and performance results. You will lead through people, data and continuous improvement, ensuring customers remain at the centre of everything we do.

Key responsibilities include:

• Providing senior operational and people leadership across two depots, fostering a high-performance culture built on accountability, collaboration and customer focus.
• Leading a consistently high-performing team to deliver safe, professional and customer-centric outcomes across the network.
• Driving initiatives that enhance the customer experience, contribute to improved Customer Experience Index (CXI) and Passenger Experience Regime (PXR) results, and strengthen community confidence in Yarra Trams services.
• Using data and operational insights to identify opportunities, improve service delivery and maintain strong performance outcomes.
• Developing and coaching leaders and frontline teams, ensuring they are supported, engaged and equipped to succeed.
• Driving continuous improvement in workforce deployment, processes, training and capability to further elevate team performance and customer outcomes.
• Building strong stakeholder relationships and collaborating across the business to deliver strategic and operational priorities.
• Championing a culture of safety, wellbeing, inclusion and professional development.

About you

You are an experienced people leader with a passion for customer service, operational excellence and developing high-performing teams.

Ideally, you will bring:

• Tertiary qualifications in Business, Management or a related discipline and/or significant leadership experience in operational environments.
• Proven experience leading large frontline, customer-facing or operational teams.
• A track record of delivering strong customer, people and business outcomes in complex operational environments.
• Strong analytical and problem-solving skills, with the ability to translate insights into practical actions and measurable results.
• Experience coaching and developing leaders to achieve high levels of engagement and performance.
• Sound understanding of workplace relations, safety, wellbeing and contemporary people management practices.
• Excellent communication, stakeholder engagement and influencing skills.
• Demonstrated success leading change and continuous improvement initiatives.
• Experience in transport, customer service, operations, compliance, security, emergency services, logistics, hospitality or related sectors will be highly regarded.
• Current driver's licence (preferred)

About our Recruitment Process:

After your initial application, here’s what to expect.

• Review:  We review and shortlist applications as they arrive, and we may progress strong candidates before the campaign closes. While most applications are assessed after the closing date, early applicants who closely match the role requirements may be contacted sooner. Every application is reviewed first by our Talent Acquisition team and then by the relevant Hiring Manager to ensure a consistent and thorough evaluation.
• Interview:  Our interviews are the best way for us to get to know you and determine your fit for the role through questions focused on your behaviours, skills and experiences.  Our preference is to meet you face to face but we’re also happy to accommodate virtual interviews to suit your circumstances
• Background & pre-employment checks: If you’re the preferred candidate we’ll ask you to go through a series of background checks, including references, working rights, drug & alcohol and medical checks which are standard for all positions within Yarra Trams
• Offer:  Once we’ve had conversations around salary and notice periods, your offer will be extended to you via a secure online platform for your review and acceptance.  We’ll then also be in touch with you as you go through Onboarding and your commencement

Why Yarra Trams?

We’re proud to be part of Melbourne’s heartbeat. At Yarra Trams, you’ll find a supportive team, meaningful work, and opportunities to grow your career while making a difference in the lives of thousands of passengers every day.

As the operator of the world's largest tram network and an iconic part of Melbourne's transport system, Yarra Journey Makers is dedicated to serving communities by ensuring safe and reliable travel every day. Join a team focused on helping people and delivering better tram journeys to keep Melbourne moving forward.

Additionally, you will receive:

• A Free travel pass for Victoria’s Public Transport Network
• Competitive salary and great conditions
• Career growth opportunities
• Workplace flexibility
• Access to our Employee Assistance Program (EAP)
• Access to our Paid Parental leave policies

Yarra Trams is an equal opportunity employer.  We celebrate diversity and are committed to creating a workplace that is inclusive and encourage applications from all sectors of the community.

Interested? Click Apply Now.

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 require this advertisement in an alternative format, or if you require an adjustment in the application process, please email careers@yarratrams.com.au or call 1800 800 007