Senior Manager Onboard & Station Customer Service

Lead the onboard experience across Queensland for a Tomorrow that Counts.
 
With a proud legacy, a bold vision for the future, and the Olympics on the horizon, we’re looking for a transformational leader who is ready to create travel and commuter customer journeys that truly connect. 
 
Your Opportunity
As Senior Manager Onboard and Station Customer Service, you will lead the strategic direction and operational excellence of Queensland Rail’s regional customer service function with teams throughout the state. From catering and hospitality to customer experience delivery on and off our train experience, you will shape service that goes beyond expectation— creating impactful journeys for both Queenslanders and the travellers who explore our state.
 
What You’ll Lead and Deliver
•    Directly lead 5 Operational Managers, 3 Operational Coordinators, and indirectly a dedicated team of 260 frontline employees across Queensland.
•    Ensure the team deliver business targets, safety outcomes, and performance improvements.
•    Provide strategic leadership within the Regional Operations senior team, driving transformation in onboard service delivery.
•    Champion a customer-first, commercially focused approach, embedding strategic and efficient use of resources while anticipating demand,

      enhancing service, and aligning delivery with safety, performance, revenue, and cost-efficiency goals.
•    Build strong internal and external partnerships to ensure seamless, high-quality long-distance service delivery.
•    Foster a high-performance culture, empowering teams to deliver service excellence and strengthen Queensland Rail’s brand.
•    Act as the single point of accountability for onboard customer services and station environments, enabling operational agility and responsiveness.
 
Please see full Position Description. 

Discover the rail experience you could be part of here.
 
What You’ll Bring
•    Proven executive leadership in complex, public transport or tourism environments, with a track record of delivering impactful commercial and 

      service outcomes.
•    A transformational mindset, with demonstrated ability to lead change through creativity, innovation, and a focus on continuous improvement.
•    Strong people leadership skills, with experience leading large, geographically dispersed teams and building a positive, future-focused workplace

      culture.
•    Exceptional interpersonal and stakeholder engagement skills, with the ability to influence, negotiate, and build strong relationships across diverse

      groups—including tourism providers, catering suppliers, vendors, safety teams, and other internal stakeholders.
•    Experience in regional markets, with a deep understanding of local needs and service delivery challenges.
•    Above all, a genuine passion for making a difference—with an on-the-ground, people first approach.
 
Remuneration and Work Arrangement
This is a permanent, full-time opportunity based in either Cairns, Rockhampton or Brisbane CBD, offering a competitive remuneration package and relocation if required.

The role includes regular travel to maintain strong, visible support across teams throughout the state and ensure effective regional engagement.
 
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:
 
•    Balance your work and personal life with flexible working options
•    Enjoy free rail travel to work and novated leasing
•    Prioritise your physical, emotional and financial wellbeing with our range of services QRI Lifestyle
•    Eligible employees can receive up to 100% reimbursement for professional membership fees
 
And more! See the full range of benefits available to Queensland Rail employees.
 
Progress that Counts
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, we look to the future focusing on improving customer experience, safety, and efficiency.
 
Supporting a Diverse Workforce
Queensland Rail acknowledges the Traditional Owners and Elders of the lands and waterways our network traverses.
 
Our teams are People who Count. We encourage diversity in our teams, including different genders, age, race, disability status, sexual orientation, religions, neurodiversity, education levels and many more aspects. No two journeys are the same, and it’s because of our differences that as a collective, we achieve great things.
 
Please advise if you would like to discuss reasonable adjustments in the recruitment process.
 
Your journey matters. Make it with us. 
There’s never been a more exciting time to join Queensland Rail. If you're ready to make a real impact and help shape our future, we encourage you to submit your resume and cover letter by 11:59 PM (AEST) on Monday, 9th of June 2025.

To learn more about this opportunity please contact Candis Hockins with your specific enquiry via candis.hockins@qr.com.au