Nz Transport Agency Waka Kotahi
Oversees transport networks, manages infrastructure, and improves road safety across New Zealand.
11 days ago
Expert & Leadership (13+ years)
Full Time
Hamilton, Ontario, Canada | Auckland, Auckland, New Zealand | Wellington, Wellington, New Zealand
Hybrid
Company Size
5,000 Employees
Service Specialisms
Sector Specialisms
Description
automation
process design
performance reporting
compliance
integration
risk management
The Head of Customer Operational Delivery will lead strategic transformation and operational excellence for NZTA’s customer services, directly influencing the experience of people interacting with New Zealand’s transport system. This senior role can be based in Wellington, Auckland or Hamilton and offers the opportunity to make a real impact on service delivery across the country.
In this position you will provide strategic leadership for NZTA’s customer transactional and support services, ensuring consistent, efficient and high‑quality delivery. You will drive integration and optimisation of systems and processes, foster a culture of continuous improvement and align operational activities with the agency’s customer strategy. Working closely with key partners, you will identify automation opportunities, streamline operations and oversee performance reporting, compliance and risk management. You will also lead the integration of new functions and support major projects such as the Safety Camera System and Low Emission Vehicles scheme.
- Build and lead an operational function aligned with NZTA’s strategy and service principles
- Lead strategic and operational relationships with key industry partners
- Identify and implement automation and process design opportunities
- Collaborate to reduce cost to serve and enhance service delivery
- Deliver operational performance reporting and ensure compliance
- Lead integration of new functions and teams
- Oversee operational delivery of the Safety Camera System, Tolling Replacement Project, and Low Emission Vehicles scheme
- Manage operational service delivery risk, business readiness, and benefits realisation
- Provide strategic leadership for NZTA’s customer transactional and support services
Requirements
leadership
process-driven
stakeholder management
change management
budgeting
risk monitoring
Successful candidates will have significant experience leading high‑volume transactional customer service operations, preferably in government, infrastructure or regulated sectors. A strong process‑driven mindset, a record of improving operational efficiency and embedding assurance practices are essential, as is experience managing high‑performing teams. Proven stakeholder relationship management, change‑management leadership and commercial acumen—including budgeting and risk monitoring for programmes exceeding NZ$100 million—are required. Candidates should demonstrate knowledge of, or a willingness to learn about, Te Ao Māori, tikanga, Te Reo Māori and the Treaty of Waitangi as they apply to the public service.
Benefits
NZTA offers a competitive salary and benefits package, flexible working arrangements (including remote/hybrid options where appropriate), five weeks of annual leave and income protection and critical illness insurance for permanent staff. The culture values diversity, inclusion and continuous improvement, supporting employees to grow and succeed. To apply, submit a CV and cover letter detailing your suitability; applications close on 26 January 2026. NZTA is an equal‑opportunity employer and will provide support or reasonable adjustments throughout the recruitment process for candidates who need them.
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
11,000 km
Road Network
Manages a vast network spanning thousands of kilometers to support transportation needs.
- Committed to enhancing transport systems for safer and more sustainable roads.
- Key focus on improving safety, reducing congestion, and supporting economic growth.
- Works on high-impact projects like highway upgrades, bridge construction, and public transport systems.
- Partners with local councils, contractors, and government bodies to drive transport innovation.
- Focus on long-term projects, including future-proofing infrastructure for urban and rural areas.
- Committed to integrating new technologies, like electric vehicle charging infrastructure.
Culture + Values
- We are here to improve people’s lives through transport.
- We embrace diversity of thought and are open to new ideas.
- We are committed to providing a safe, inclusive, and supportive environment for everyone.
- We work collaboratively and communicate openly.
- We make decisions based on evidence, data, and facts.
- We are accountable for our actions and outcomes.
- We act with integrity and are guided by strong ethics.
Environment + Sustainability
35% reduction target
Emissions reduction goal by 2025
Aims to significantly lower transport-related emissions to support climate goals.
10% reduction achieved
Carbon emissions reduction in 2020
Demonstrates progress toward long-term sustainability objectives with measurable results.
- Committed to becoming a net-zero carbon organization by 2050.
- Promotes electric vehicles and sustainable transport options.
- Focus on sustainability extends to procurement, encouraging eco-friendly products and practices.
Inclusion & Diversity
43% Workforce
Women Representation
WomenCurrently account for about half of NZTA’s workforce, reflecting progress toward gender equality.
50% Leadership Goal
Gender Diversity Target
Aiming for balanced gender representation in senior roles within the next four years.
- Focus on increasing gender diversity across all levels.
- Policies implemented to support gender equality and ensure balanced representation in leadership roles.