Customer Operations Delivery Manager (0835)

The Role

The Customer Operations Delivery Manager leads operational delivery and continuous improvement across Customer Operations. The role bridges strategic development and frontline operational delivery, ensuring consistent, high‑quality customer operations across stations, interchanges, and services.

This role combines strategic oversight, hands on project delivery and business support to the senior leadership team. It coordinates cross‑directorate workstreams, drives efficiency and performance improvements, and provides visible leadership at operational and senior level. Through strong operational insight and analytical capability, the role supports wider strategic initiatives and delivers improved customer outcomes across the organisation.

Role Responsibilities

• Lead daily customer operations across all modes, ensuring punctual, safe and efficient service delivery.
• Champion a customer‑first culture, ensuring feedback, complaints and insights are acted upon promptly.
• Lead, support and develop frontline and supervisory teams to deliver outstanding customer service aligned our Company values.
• Ensure all operations comply with transport safety regulations, industry standards and organisational policies.

Who We're Looking For

• Proven experience leading teams or processes in a customer focussed environment, such as retail, hospitality or transport
• Strong leadership skills with the ability to motivate, develop and influence multi‑disciplinary teams.
• Experience delivering projects and services across complex operational environments.
• Confident decision-maker, particularly during live operations and incidents.
• Business Degree or equivalent experience.

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.

Who We Are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.