Frontline Improvement Manager

Job description

. 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 th...