Reporting to the Chief Operating Officer, the General Manager Passenger Readiness is responsible for leading the planning, coordination, and operationalisation of network change. This role ensures that impacts to passengers, safety, people, and performance are effectively managed, with a strong focus on delivering a safe, reliable, and customer‐focused rail service.
You will lead the development and continuous improvement of processes that enable the business to anticipate, plan for, and respond to planned and unplanned network changes, ensuring disruption is minimised and passenger experience is optimised.
Key Responsibilities
Passenger Readiness & Network Change
Lead a
passenger‐first approach
to planning and operationalising network change, balancing operational performance with delivery of key business priorities.
Oversee the development of an
integrated view of network change
, enabling effective planning for disruptions, special events, and operational risks.
Ensure robust processes are in place to manage the
aggregation of change across the network
, maintaining safety, performance, and customer experience.
Drive the
continuous improvement of planned disruption performance
, leveraging insights to enhance passenger outcomes.
Ensure effective coordination across internal and external stakeholders to deliver
seamless operations during network disruptions
.
Operational Planning & Performance
Integrate long‐term and short‐term resource planning to ensure
operational readiness and workforce availability
during key events and disruptions.
Oversee planning processes to ensure the effective delivery of services during
planned disruptions, special events, and operational challenges
.
Lead post‐event reviews and embed lessons learned to drive
ongoing improvement in planning and execution
.
Performance Improvement & Governance
Leverage data and insights to develop and deliver
annual improvement plans
, enhancing safety,



operational efficiency, and commercial outcomes.
Establish and maintain governance frameworks, processes, and standards to support
consistent, efficient, and effective operations
.
Drive a culture of
continuous improvement
, ensuring processes are optimised, scalable, and aligned to evolving business needs.
Leadership & Stakeholder Engagement
Lead, coach, and develop a high‐performing leadership team, fostering a
customer‐focused, collaborative, and innovative culture
.
Build strong relationships with Executive stakeholders and cross‐functional teams to influence outcomes and support delivery of business objectives.
Promote accountability, transparency, and engagement to ensure teams are aligned and equipped to deliver against business priorities.
About You
You are an experienced senior leader with a proven ability to drive operational excellence and lead complex change in a highly regulated workplace.
You will bring:
Demonstrated experience in a
senior leadership role
delivering operational planning, process improvement, and performance outcomes
A strong track record of
leading large‐scale operational change and transformation
Experience working in
complex, unionised, or safety‐critical environments
Exceptional stakeholder management skills, with the ability to influence at
Executive and C‐suite levels
Deep capability in
planning, governance, and operationalising strategy into delivery outcomes
A data‐informed approach to decision‐making, with strong
analytical and performance improvement capability
Interested?
If this role aligns with your experience and career goals, we'd love to hear from you. Help us connect people and places across a growing Melbourne.
Not sure you meet every requirement? We encourage applications from all candidates, and even if you don't meet every requirement, we'd still like to hear from you. Metro Trains Melbourne is committed to building a diverse and inclusive workforce that reflects the communities we serve.
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📌 General Manager Passenger Readiness (Melbourne)
🏢 Metro Trains Melbourne
📍 Melbourne