Customer and Network Manager

• Lead a multidisciplinary team delivering readiness, transition and delivery
• Influence customer, operational and network outcomes across agencies
• Coordinate major milestones, network changes and operational transitions

Cross River Rail Delivery Authority (CRRDA) Your chance to work with the best!

The Cross River Rail Delivery Authority is building a new 10.2km rail line that includes 5.9km of twin tunnels running under the Brisbane River and CBD; with four new underground stations at Boggo Road, Woolloongabba, Albert Street and Roma Street.

Once complete, it will provide trains with a much-needed alternative rail path through the core of the current SEQ Rail network, unlocking a bottleneck and allowing more trains to run more often across the whole of South East Queensland.

The Cross River Rail Delivery Authority is also delivering multiple supporting projects and activities in conjunction with the Department of Transport and Main Roads. These include accessibility rebuilds for eight surface stations, construction of three new stations on the Gold Coast; upgrades for stabling yards; track works and surface rail enhancements; and the introduction of a new ETCS digital signalling system.

About the Role

The Customer & Network Manager plays a key leadership role in preparing customers, stakeholders, organisations and operating environments for the successful introduction of major project outcomes across the Cross River Rail program.

Leading a multidisciplinary team, you will be responsible for driving customer and network readiness activities associated with new infrastructure, network changes, station openings, operational transitions, timetable implementation and other significant project milestones.

The role will work across a complex multi-agency environment, bringing together operators, government agencies, delivery partners and project teams to ensure customer, operational and network outcomes are aligned and successfully implemented.

This opportunity will be offered for a fixed term until 30th March 2029

Key Responsibilities:

• Lead a multidisciplinary team responsible for customer and network readiness activities, including network and station changes, opening coordination, operational transitions and implementation planning.
• Lead the development and implementation of readiness strategies, management plans and governance arrangements required to support major project outcomes.
• Maintain strategic oversight of readiness, transition and implementation activities, ensuring alignment between customer, operational, testing, delivery and organisational requirements.
• Drive readiness and implementation activities across project teams, operators, delivery partners and government agencies to ensure customer, operational and network outcomes are integrated and aligned to project milestones.
• Facilitate multi-agency governance forums and working groups, ensuring effective decision-making, issue resolution, accountability and management of cross-organisational dependencies.
• Build and maintain effective relationships with stakeholders including government agencies, operators, delivery partners and project teams to support alignment, collaboration and successful implementation outcomes.
• Proactively identify and manage risks, issues, dependencies and interfaces associated with readiness, transition and implementation activities, ensuring appropriate escalation and mitigation measures are implemented.
• Lead development of executive briefings, governance papers, options analyses, assurance documentation and recommendations to support key project decisions.
• Manage the performance and development of reporting team members, including capability development, performance planning and achievement of agreed objectives.
• Provide support across the Customer and Network team as required, adapting to evolving priorities, project requirements and business needs.

About You:

This role will suit an experienced leader with a background in major infrastructure, transport, operational change, readiness, implementation or program delivery. You will be recognised for your ability to bring people together, influence across organisational boundaries and deliver outcomes in complex environments.

You will ideally demonstrate:

• Experience leading multidisciplinary teams and delivering outcomes in complex, evolving and high-pressure environments.
• Experience leading readiness, transition, operational change, network change, service implementation or major project delivery activities within a complex multi-agency environment.
• Strong stakeholder engagement, negotiation and influencing skills, with experience working across government agencies, operators, delivery partners and executive stakeholders.
• Experience developing and implementing governance frameworks, readiness strategies, management plans and coordinated implementation approaches that support major project outcomes.
• Demonstrated ability to identify risks, issues, dependencies and opportunities, and develop practical mitigation strategies within a complex delivery environment.
• Excellent written and verbal communication skills, including the ability to translate complex technical, operational and stakeholder information into executive briefings, governance papers and clear recommendations.

Why work with CRRDA?

On Cross River Rail you will not only work with the best but become your best. And as we enter a new phase of delivery, our project offers a rare career opportunity for top tier professionals to have played their part on something that is genuinely city shaping and transformative.

Our people are supported with flexible work options, career development through the Australian Institute of Management, salary packaging and access to world class employee assistance provider Telus Health.

At Cross River Rail we are an equal opportunity employer and strive to build balanced teams from all walks of life.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.