Manager Customer Performance

You’ll connect Queensland. We’ll connect you to an amazing career.

Queensland Rail stands on the foundation of true connection, encompassing the relationships we foster within our teams and the communities we serve across the state. For over 150 years, we've been instrumental in linking people and places, and now we invite you to contribute to our proud legacy and shape a brighter, sustainable future.

Learn more about Queensland Rail’s purpose, people, and progress – watch our short video here.

Your Opportunity

Queensland Rail is offering an exciting permanent, full-time opportunity for a data driven and solutions-oriented professional to join our SEQ Operations team in the position of Manager Customer Performance.

As Manager Customer Performance, you will lead cross-functional initiatives that enhance service reliability and customer experience across the SEQ rail network. By analysing performance data and coordinating strategic improvements, you’ll help shape the future of rail operations for thousands of Queenslanders.


Key Responsibilities:

• Lead the development and execution of the SEQ Customer Performance Plan to improve on-time running and customer satisfaction.
• Coordinate major project readiness (e.g. CRR) with day-to-day operations to ensure continuity and minimise disruption.
• Analyse performance and incident data to identify root causes and drive proactive solutions.
• Facilitate cross-functional teams to deliver operational efficiency and change initiatives.
• Develop performance reports and dashboards to support strategic decision-making.
• Collaborate with stakeholders to align priorities and drive accountability for performance outcomes.
• Apply improvement methodologies (e.g. Lean Principles) and change management frameworks to enhance service delivery.
  
  
  

For further details please view the Position Description

About you:

You’ll bring a strong mix of strategic thinking, operational insight, and stakeholder engagement. Specifically, we’re looking for someone with:

• Possess 10+ years of experience in transformation focused environment, process optimisation, change, CI, ideally within Transport, Rail, or Manufacturing industries.
• Proven ability to lead cross-functional initiatives that improve service performance and customer outcomes.
• Strong experience in integrating major programs with operational activities in complex environments.
• Skilled in analysing operational data, identifying root causes, and implementing proactive solutions.
• Proven ability to influence, simplify complexity and gain buy-in across different business functions.
• Proficient in translating performance data into actionable insights and recommendations.
• Demonstrated experience applying LEAN methodologies to drive change.

Benefits that Count

All that Queensland Rail achieves each day relies on the hard work and talent of our teams. That’s why we offer a range of attractive benefits designed to help you bring your best, including:

• Queensland Rail is dedicated to supporting its workforce by offering a range of leave entitlements to eligible employees, including but not limited to Military Leave, Cultural Leave, and Reproductive Health Leave.
• QRI Lifestyle offers members access to over 2,000 exclusive discounts and services
• Prioritise your physical, emotional and financial wellbeing with our range of free services
• You and your family can get fit and have fun with access to over 380 gyms and pools with our Fitness Passport
• Eligible employees can receive up to 100% reimbursement for professional membership fees
• We are committed to finding the right candidate and salary will be commensurate of the role and your unique contributions and expertise, we also offer 12.75% Superannuation company contribution.
  
  

Sounds great! What’s next?

Please apply for the Manager Customer Performance position via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) 21st November 2025.

Supporting a Diverse Workforce 

At Queensland Rail we are 1TEAM and our diverse workforce enables us to connect communities every day.  We are committed to building inclusive and respectful workplaces for all our people, strengthened by our diversity and encourage applications from First Nations Peoples, all genders, those from culturally diverse backgrounds, LGBTIQ+ community and people with disability, of all ages and backgrounds. 

We strive to provide a barrier free and equitable recruitment experience.  

If you do require an adjustment during the recruitment process, please contact Theresa via the phone number or email below. 

Applicants for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing if progressed through the recruitment processes. The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, pre-employment health assessment and background checks that might also include criminal history and credit checks. For roles that have pre-employment qualifications, QR will also be required to do formal qualification verification processes to ensure qualifications align to QR's requirements.   

To learn more about this Queensland Rail career opportunity please contact Theresa with your specific enquiry via Theresa.dickson@qr.com.au   Please do not email your application. We can only accept applications received via our website.