CRR Opening and Customer Readiness Manager
- Lead multi-agency stakeholder coordination and program management
- Provide executive advice and risk mitigation on opening strategy
- Convenient CBD location / Flexible work options
Cross River Rail Delivery Authority (CRRDA)…Your chance to work with the best!
Cross River Rail will transform the way we travel to, from and through Brisbane in the future. It will be a catalyst for 10 years of wider rail transformation across the whole of South East Queensland and it is already playing a key role in how we prepare for the 2032 Olympic and Paralympic Games.
Cross River Rail is a new 10.2km rail line including 5.9km of twin tunnels running under the Brisbane River and CBD. It includes the delivery of four new underground stations, two new above-ground stations, accessibility rebuilds for six stations, the construction of three new stations on the Gold Coast, and the introduction of a new world-class ‘ETCS' signalling system.
This is a once in a lifetime opportunity to work on one of Australia's largest infrastructure projects and to be a part of something that will leave a lasting legacy for generations to come.
About the Role
As the CRR Opening and Customer Readiness Manager, you will lead the planning, coordination and delivery of both operational and customer readiness activities that ensure Cross River Rail opens in a technically sound, integrated and customer focused manner.
This role is responsible for three critical delivery streams:
- Day One Operationalisation: Ensuring the project meets agreed operational requirements through strategic planning, risk mitigation and stakeholder coordination.
- Customer Readiness: Delivering customer-facing programs such as journey mapping, signage, simulations and experience design during construction and transition.
- Customer and Accessibility: Overseeing engagement with accessibility stakeholders to ensure infrastructure and information meet regulatory and community standards, while maintaining customer experience continuity throughout construction and service transitions.
You will guide a multidisciplinary team and act as a key interface across Queensland Rail, Department of Transport and Main Roads, Brisbane City Council, internal project teams and contracting delivery partners. This position requires strategic thinking, stakeholder influence, governance oversight, and the ability to translate customer and operational requirements into clear, coordinated action.
Working from our modern corporate office located in the heart of Brisbane’s CBD with flexible working options, this opportunity is offered as a two year contract with possible extension.
Key Responsibilities:
- Lead a cross-functional team delivering operational, customer and accessibility outcomes.
- Ensure alignment between operational and customer outcomes, stakeholder requirements and the design and delivery of the CRR project.
- Develop and apply strategic frameworks to ensure the project remains aligned with CRR business case and sponsor requirements and that stakeholders are aware of upcoming timelines and can plan accordingly.
- Manage the stakeholder interface to influence planning and positive operational and customer outcomes.
- Represent CRR in forums with delivery partners, QR, TMR and BCC.
- Lead the development of operational responses and strategies that support Day One readiness and mitigates risks.
- Prepare executive-ready briefings, advice and structured reporting.
- Identify and manage emerging issues, risks, and inter-agency dependencies.
- Build a high-performing team culture focused on delivery and accountability.
About You:
- Significant experience leading teams to manage delivery of customer experience programs and/or new rail assets introduction into a complex transport network.
- Ability to interpret technical and operational detail and translate it into clear, strategic messaging for executive stakeholders.
- Strong stakeholder engagement, relationship management and influencing skills.
- Proven track record managing multi-agency programs with governance and reporting requirements.
- Highly organised, adaptable and able to manage competing priorities.
- Confident team leader who builds accountability and high performance.
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.
How To Apply
Please submit your Resume by clicking on the apply link before the closing date of 1st May 2025.
Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.
