General Manager Passenger Readiness

Melbourne is Australia’s fastest growing city, and public transport is vital to keeping it moving. Since 2009, Metro has proudly operated and maintained a world-class train service and delivered major transport projects that shape the future of our city. Guided by our value of Safely Always, we are one team dedicated to ensuring everyone gets home safely while helping to connect and create a better Melbourne.

About the Role

Reporting to the Chief Operating Officer, the General Manager Passenger Readiness is responsible for leading the planning, coordination, and operationalisation of network change. This role ensures that impacts to passengers, safety, people, and performance are effectively managed, with a strong focus on delivering a safe, reliable, and customer-focused rail service.

You will lead the development and continuous improvement of processes that enable the business to anticipate, plan for, and respond to planned and unplanned network changes, ensuring disruption is minimised and passenger experience is optimised.

Key Responsibilities

Passenger Readiness & Network Change

• Lead a passenger-first approach to planning and operationalising network change, balancing operational performance with delivery of key business priorities.
• Oversee the development of an integrated view of network change, enabling effective planning for disruptions, special events, and operational risks.
• Ensure robust processes are in place to manage the aggregation of change across the network, maintaining safety, performance, and customer experience.
• Drive the continuous improvement of planned disruption performance, leveraging insights to enhance passenger outcomes.
• Ensure effective coordination across internal and external stakeholders to deliver seamless operations during network disruptions.

Operational Planning & Performance

• Integrate long-term and short-term resource planning to ensure operational readiness and workforce availability during key events and disruptions.
• Oversee planning processes to ensure the effective delivery of services during planned disruptions, special events, and operational challenges.
• Lead post-event reviews and embed lessons learned to drive ongoing improvement in planning and execution.

Performance Improvement & Governance

• Leverage data and insights to develop and deliver annual improvement plans, enhancing safety, operational efficiency, and commercial outcomes.
• Establish and maintain governance frameworks, processes, and standards to support consistent, efficient, and effective operations.
• Drive a culture of continuous improvement, ensuring processes are optimised, scalable, and aligned to evolving business needs.

Leadership & Stakeholder Engagement

• Lead, coach, and develop a high-performing leadership team, fostering a customer-focused, collaborative, and innovative culture.
• Build strong relationships with Executive stakeholders and cross-functional teams to influence outcomes and support delivery of business objectives.
• Promote accountability, transparency, and engagement to ensure teams are aligned and equipped to deliver against business priorities.

About You

You are an experienced senior leader with a proven ability to drive operational excellence and lead complex change in a highly regulated environment.

You will bring:

• Demonstrated experience in a senior leadership role delivering operational planning, process improvement, and performance outcomes
• A strong track record of leading large-scale operational change and transformation
• Experience working in complex, unionised, or safety-critical environments
• Exceptional stakeholder management skills, with the ability to influence at Executive and C-suite levels
• Deep capability in planning, governance, and operationalising strategy into delivery outcomes
• A data-informed approach to decision-making, with strong analytical and performance improvement capability

Interested?

If this role aligns with your experience and career goals, we’d love to hear from you. Help us connect people and places across a growing Melbourne.

Not sure you meet every requirement?
We encourage applications from all candidates, and even if you don’t meet every requirement, we’d still like to hear from you. Metro Trains Melbourne is committed to building a diverse and inclusive workforce that reflects the communities we serve.

Metro’s commitment to an inclusive workforce

At Metro, we move Melbourne and we’re powered by our people. We’re committed to building a workforce that reflects our diverse communities and celebrates the unique perspectives each person brings. Inclusion, respect and opportunity shape how we work and we invite you to join us in creating a workplace where everyone can thrive.