

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
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.
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.
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.