Ticketing Retail & Operations Manager

Are you seeking an opportunity to directly support how customers travel across the region every day? Are you passionate about delivering a high standard Ticketing & Retail Operations Service, including the ongoing development of the Ticketing & Retail proposition.

Who are we?

Transport for Greater Manchester (TfGM) are really going places with big ambitions. We are at the start of unprecedented investment and growth. At the heart of everything is Digital, Technology and Innovation throughout our business. If you want to make a real difference to real people throughout our great city, you'll love it at Transport for Greater Manchester. TfGM oversees public transport and travel across the ten district areas of Greater Manchester, serving more than 2.7million people, enabling 5.6 million journeys across the region each day. It’s our job to do everything we can to keep the city-region moving and growing. Working hard to make travel easier through a better-connected Greater Manchester. Putting the customer first in everything we do to help make travel as safe and simple as possible. Delivering and running the Bee Network.

It is an exciting time to be part of the transformation of ticketing in Greater Manchester with the Mayor committed to an ambitious vision of improving access to transport.

We are building a ticketing team that removes obstacles to using public transport and delivers products and services that customers want, whilst protecting revenue through proactive monitoring and fraud protection technics.

The Ticketing team at Transport for Greater Manchester are seeking an experienced Ticketing Operations Manager who is passionate about delivering best service and efficiency to the travelling public across the Greater Manchester public transport network.

Your Role

In this role you will be critical to customer’s experience of transport services across the region. You’ll ensure that the operational services that TfGM and our partners provide offer a consistently excellent customer experience. Working closely with the operations team and technology partners, you will continuously be looking for opportunities to improve services provided to customers and protect revenues.

For more information, view the role profile here

About You

You will have worked closely and constructively with customer facing teams to support the service they provide and act as a subject matter expert in relation to Ticketing and Retail Operations and you will have an in-depth understanding of customer impact and how to mitigate against this impact.

You will have demonstrable experience of leading, motivating and developing an Operations Team, combining technology, field equipment and operational performance.

You’ll be experienced in working within a technical operations environment including monitoring of systems, infrastructure and performance along with experience of the delivery of minor and major updates through management of a structured approach to system change, utilising your experience to make quick changes.

You’ll be an experienced and tenacious Manager with demonstrable experience of coordinating operational requirements, technology and business change, through the use of Management tools, techniques and methodologies; producing high-quality achievable delivery plans and reports to achieve the required outcomes.

It is desirable that you have proven experience of the transportation sector and working with operators, suppliers, and other stakeholders across multiple transit modes.

Please see the role profile.(you might need to click apply to visit our website)

• A salary of £54,225 - £51,068 per annum depending on experience

• 28 days holiday per annum (plus bank holidays)

• Flexible and hybrid working options to promote and support a good work/life balance

• Free bus, rail or Metrolink travel to and from work within the Greater Manchester boundary

• Generous pension scheme contributions

• Commitment to learning and personal development and upskilling with reimbursement of professional fees, w.essential to the role

• We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required