Ground Transport, Customer Experience Manager

**_Join us and be part of a team that is committed to delivering exceptional customer experience and driving operational excellence in the aviation and travel sector_**

We currently have an exciting new opportunity for an experienced Customer Experience Manager to join our Operations & Customer Experience department.

As a Customer Experience Manager, you will be responsible for driving operational and commercial excellence across the Ground Transport business unit. You will develop targeted customer experience strategies that align with the Ground Transport Strategy and the broader company strategy. You will also be responsible for breeding a culture of high performance throughout all Ground Transport operational staff and contractors by providing leadership, strategic direction, and feedback.

Primary to the success of this role is the ability to drive culture and imbed operational excellence into our Valet Operations, Premium Parking offering and the Customer Concierge Call Centre.

With the aviation and travel sector booming, on top of transformational projects that will underpin the future growth and development of Melbourne Airport and Victoria as a whole, now is a very exciting time to join

Our commitment to diversity and inclusion extends to our employee benefits package, which includes flexible work arrangements, leave policies that provide equal opportunity to all our employees (e.g. 14 weeks paid parental leave for all carers), discounted onsite childcare, wellness days and much more.

**Key responsibilities**:
The role's duties and accountabilities include, but are not limited to:

- _ Operational Excellence_

Deliver/create strategies to drive operational excellence throughout the business unit through the development and implementation of innovative systems, processes and technologies to improve performance, safety and customer satisfaction. Breed a culture of high performance throughout all Ground Transport operational staff and contractors by providing leadership, strategic direction and feedback.
- _ Commercial Excellence_

Develop and manage the business unit’s customer operational expenditure budget, track and report on performance, meet business plan objectives including routine reporting of results. Develop a culture of lean thinking throughout Ground Transport customer operations to minimize costs.
- _ Business & Product Improvement_

Develop & deliver business improvements across Ground Transport Customer Operations including processes, systems, people and infrastructure projects from inception.
- _ Operational Readiness_

Manage the consistent delivery of Ground Transport projects in relation customer impact, regulatory requirements, readiness, cost and compliance across Operational scope of the project.
- _ Contract Management_

Ensure the strategic development of the business unit’s operational service delivery contracts. Develop and implement contract management plans that drive operational outcomes, efficiency and customer experience by providing a clear vision, clarifying performance standards, monitoring performance and driving continuous improvement.
- _ Policies & Processes_

Ensure that the development and implementation of projects, process and operational improvement initiatives are supported by appropriate policy and procedures to maximize their impact for the customer, meet operational / compliance and deliver cost efficiency on an ongoing basis.
- _ Safety & Compliance_

Support the delivery of a safe and compliant operation through the development and implementation of safety related strategies and operational plans, safe work processes and achievement of a safe and secure work culture. Review contractor safety performance, ensure effective incident investigation and actively drive safety improvements.
- Degree qualified in Business, Commerce, or an equivalent workplace experience.
- Significant experience and evidence of background in working autonomously to shape and drive outcomes within area of responsibility.
- Leadership of others to vision and to results is critical.
- Commercial nous, strong financial literacy, and ability to work with and interpret data.
- Ability to flex between competing priorities with pace and leadership.

**About the Company**:
Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace. We are committed to _creating connections that matter_ and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming_ Australia's favourite Airport destination_. Currently, in an exciting phase of change, we are delivering rewarding career opportunities, making Melbourne Airport a dynamic and fast-paced place to work for our people.

APAC is a majority Australian-owned private company that also operates Launceston Airport, the tourism gateway to Tasmania and an indus