Operations Performance Specialist - Total Mobility/On Demand

Operations Performance Specialist - Total Mobility/On Demand Auckland Transport – Auckland, North Island Te Whiwhinga mahi- The Opportunity- Operations Performance Specialist – Total Mobility Auckland Transport specifies and contracts bus, ferry and total mobility services that deliver over 13,500 trips on a business day. This analytical role assists with the management and provision of these services. This role supports the Manager – Total Mobility and On Demand in partnership with our operators to facilitate service change management, contract and fleet compliance and performance improvement initiatives. This position supports the achievement of business growth and development across key performance indicators (KPIs) including patronage (customers), health and safety, service quality and on-time performance. Key Tasks include: Meet with Total Mobility and On Demand service providers to identify and develop plans to improve services, resolve operational issues and any non-compliance. Collaborate with other Integrated Networks teams to plan new services and timetables Use AT systems for processing and tracking operator invoices Conduct incident analysis, investigation and reporting Follow up on operator incidents, accidents and other health and safety issues. Monitor, engage and work collaboratively with operator(s) to discuss key performance indicators such as punctuality, reliability, capacity management, complaint handling, and customer service Participate in operator partnership meetings as required to assist with documentation, performance information and follow up on actions. Contribute to process and system improvement projects. Minimum 5 years’ experience in a Public Transport (or similar) delivery role A good understanding and appreciation of the working and functions of local government Customer Experience 2-5 years Working with systems and data Tertiary degree in commerce, project management or related discipline. How the Transport Reform Programme impacts this role: Auckland is entering a new chapter in how transport is planned, delivered, and experienced. The Transport Reform Programme, formalised in May 2026, with some Auckland Transport functions moving to Auckland Council and AT becoming more focused on public transport. As part of these changes, this role is proposed to remain within Auckland Transport following transition. Candidates progressing through the process will receive further information on the proposed changes. If successful, any offer will be conditional on acknowledgement of these proposed changes, should the proposal proceed. If your role transitions to Auckland Council, you will receive a formal offer outlining your terms and conditions of employment from Council at the relevant time. We tiaki all those who use transport in Tāmaki Makaurau. Please contact Lynn Miller on ***********@at.govt.nz with any questions. #J-18808-Ljbffr