Expressions of Interest - Station Readiness/Proximity Manager
- Permanent contract
- Full-time
- At least 10 years of experience (Professional)
- Education level: no preference
- Customer Service Manager/Expert
Mission
About Us:
RATP Dev Western Sydney Airport (RDWSA) is a subsidiary of the RATP Group, global leader in high-capacity urban rail and the world's third largest public transport operator.
Our 25,000 people design, operate, maintain and modernize urban and interurban transportation networks. We serve more than 100 cities in 17 countries, delivering tailored mobility solutions that address each community’s unique environmental, social, and economic challenges.
We build, deliver and commit for the best of public transport – every day, everywhere, for everybody – to make it the natural choice for cities and passengers.
As a contractor to the Australian Federal and NSW governments, Parklife Metro is leading a transformative metro project connecting St Marys to Bradfield, linking with the new Western Sydney Airport.
RDWSA will proudly operate and maintain 6 new stations, 12 metro trains, core rail systems, and a state-of-the-art stabling and maintenance facility at Orchard Hills on the Western Sydney Airport metro line for 15 years after the line has become operational.
About the Role:
The Proximity Manager (PMA) is a shift work leadership role, responsible for managing station teams, including Customer Service Agents (CSAs) and Ambassadors, ensuring smooth day-to-day operations and delivering outstanding customer service across assigned stations.
The PMA is also the Metro Commander during incidents or emergencies, leading the on-shift response to ensure safety, minimise disruption to customers, and reduce risk to the network.
Before operations begin, PMAs will also play a vital role in mobilisation and readiness activities. This includes:
- Developing operational documentation such as SOPs and station readiness plans.
- Participating in supplier training, testing, and commissioning activities.
- Supporting and delivering staff training in consultation with the Training team.
- Providing subject matter expertise to ensure the network is ready for Day One operations.
Key Responsibilities during Operation:
- Provide visible station leadership and manage frontline teams to achieve KPIs and customer service commitments.
- Deliver training and support competency development in consultation with the Head of Customer Experience and Training team.
- Support incident and emergency management, coordinating resources and liaising with OCC, emergency services, and contractors.
- Oversee subcontractors (cleaning, security, landscaping etc.) to ensure compliance with quality and service expectations.
- Monitor, resolve, and escalate customer feedback and operational issues as required.
- Ensure all station operations meet safety, environmental, and quality standards.
- Undertake Chief Fire Warden duties and other safety responsibilities as required.
This role is ideal for someone with experience in safety-regulated, customer-focused operational environments, looking to lead a high-performing, diverse team in a dynamic metro network.
Profile
About You:
- Experience developing operational plans and documentation (e.g. SOPs, readiness plans) within a regulated operational environment, ensuring compliance with legislation, contractual, and business needs.
- Extensive experience delivering customer service within an operational working environment (railway or other safety-regulated industry).
- Demonstrated experience in a safety-regulated industry, with sound knowledge of the Work Health and Safety Act and relevant safety legislation.
- Proven record in incident or emergency management, including utilisation of resources in the management, recovery, and restoration of services.
- Strong leadership experience, with a track record of managing and motivating high-performing, diverse frontline teams to achieve KPIs and deliver service excellence.
- Demonstrated ability to deliver continuous improvement initiatives in an operational environment.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across multiple stakeholders.
- A “hands-on” leadership style and a commitment to safety, quality, and customer experience.
Ongoing role-specific training will be provided to ensure PMAs are competent, confident, and fully equipped for their responsibilities.
Location
Location
Address
New South Wales, Australia
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