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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 the 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
Please refer to the attached Job Description Form (JDF) in the application pack for full details about the position, including any specific requirements relevant to appointment.
For further information about the role please contact Mr Mark Wirski, General Manager for Transperth Train Operations, on (08) 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.
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A cover letter (of no longer than two pages) outlining your relevant experience, interest in the position, and suitability for the role.
Applicants are requested to apply online using the ‘Apply for Job’ button at the top/bottom of the screen. Please note the closing date and time, as no emailed, late or pro forma applications will be accepted.
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.
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