Head of Passenger Experience & Service

Head of Passenger Experience & Service at SBS Transit Ltd in Singapore (nationwide) (nationwide)

Position Summary

The Head of Passenger Experience & Service will lead the Customer Service & Experience department, overseeing Duty Operations Managers and Station Managers to ensure safe, efficient operations and excellent passenger experience. This role demands strategic leadership, crisis management skills, and a commitment to delivering exceptional service.

Key Responsibilities

• Lead the Customer Service & Experience department to enhance overall passenger satisfaction
• Oversee Duty Operations Managers and Station Managers in their day-to-day operations
• Ensure safe and efficient transit operations through strategic planning and management
• Develop and implement service improvement initiatives based on feedback and data analysis
• Manage crisis situations to minimize disruption and maintain passenger confidence

Qualifications

• Proven experience in leadership roles within the transportation industry
• A deep understanding of customer service principles and practices
• Strong strategic planning, problem-solving, and decision-making skills
• Excellent communication and interpersonal skills to manage diverse teams effectively
• Certifications or relevant qualifications in management, public transport, or a related field are preferred

More About SBS Transit Ltd

SBS Transit Ltd is a leading public transportation company based in Singapore (nationwide) (nationwide). We pride ourselves on providing reliable and efficient services to the community while continuously striving for excellence in customer service.

Applying for This Role

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