Lead a high‑volume, fast‑moving National Contact Channel operation that keeps Aotearoa moving
Operate at the heart of NZTA’s customer response for travellers
Lead large‑scale, real‑time service delivery in a complex, changing environment
Drive performance, resilience, and continuous improvement across critical customer channels
Wellington location
Te Whiwhinga mahi | The opportunity
This is a hands‑on, operational leadership role in a busy, ever‑changing environment, where no two days look the same. As Manager Customer Contact Channels – Travelling, you’ll lead the day‑to‑day delivery and optimisation of NZTA’s customer contact channels that support people travelling New Zealand’s roads. The role sits at the centre of a high‑volume operation, handling 7 million customer interactions each year across contact centres and face to face customer assisted channels. You’ll be responsible for ensuring services are stable, responsive, and performing under pressure, while also improving how we operate, scale, and respond to demand — including seasonal peaks, incidents, regulatory change, and major national programmes like Road User Charges, Tolling, State Highways, and Motu Move (our nationwide transport ticketing programme).
This role will suit a leader who thrives in pace and complexity, enjoys solving operational problems in real time, and can confidently balance immediate delivery with continual improvement.
Key responsibilities include:
Leading the operational performance of NZTA’s travelling customer contact channels across multiple service lines
Scaling our travelling teams to support customers aligned with the launch of key strategic programmes of work
Managing nationally dispersed teams and service providers in a high‑volume, time‑critical environment
Ensuring customer services remain consistent, resilient, and responsive during change, incidents, and growth
Strengthening operational relationships across NZTA and with external partners to support seamless delivery
Driving continuous improvement, smarter ways of working, and efficient use of resources
Leading teams through frequent change while maintaining service quality and morale
You will find out more about the role here: Position Description
We are seeking to appoint at a salary between $188,127 – $219,481, commensurate with skills and experience.
Ko koe tēnei | About you
You’re an experienced operational leader who is comfortable working at pace, making decisions with imperfect information, and leading large teams through changing conditions.
You’ll bring:
Proven experience leading large, operational teams in complex, regulated, or customer‑facing environments
A strong proven background in contact centre management, service operations, or high‑volume service delivery
Confidence managing competing priorities, operational risk, and performance pressures
Experience leading people through continuous change while keeping teams focused and motivated
Strong stakeholder management skills — particularly with operational partners and service providers
A practical, delivery‑focused mindset with the ability to improve systems and processes over time
You will also demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori, tikanga, te reo Māori, and Te Tiriti o Waitangi as it applies in the public service.
Mō mātou | About us
Te Mahau – Customer and Services delivers essential transactional products and services that support the effective operation of New Zealand’s land transport system. Our Customer Channels team operates at scale, blending operational excellence with data‑led decision‑making to deliver reliable, customer‑first experiences wherever and whenever people engage with NZTA.
Ka whiwhi koe i te aha | What you’ll get in return
At NZTA, you’ll be part of an organisation that makes a visible difference every day. We offer:
A competitive salary and benefits package
Flexible working arrangements (role dependent)
5 weeks annual leave, plus Income Protection and Critical Illness Insurance
The opportunity to lead a nationally significant operation that directly impacts millions of New Zealanders
Ready to take on the challenge?
If you’re motivated by pace, complexity, and real‑world impact, and you enjoy leading teams through demanding operational environments, we’d love to hear from you.
Apply today and help keep Aotearoa moving.
Me pēhea te tuku tono | How to apply:
Please click Apply to upload your CV and cover letter outlining your suitability for the role.
Rā Katinga | Applications close:
3 May 2026For further information, email: careers@nzta.govt.nz
To be considered for this position you must have a legal right to live and work in New Zealand.
Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.
Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.