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Expect scenarios on mass-transit disruptions, balancing cost with care, and lifting culture across stations/crews. Prepare 2–3 stories with metrics (complaint recovery, NPS/CSAT proxies, on-time impact) and how you partnered with operations without owning every lever.
Strong fit if you have led large-scale passenger or customer service in transport, retail networks, or complex B2C ops, and you are comfortable in Singapore’s public-transport context: reliability, clarity, and calm under pressure.
As Head of Passenger Experience & Service at SBS Transit Ltd in Singapore, your day centres on how riders feel the network end to end. Mornings often start with service and complaint dashboards, incident handovers, and frontline feedback from stations and bus interchanges. You align operations, customer care, and communications so delays, crowding, and accessibility issues get clear ownership. Afternoons may cover process fixes, staff coaching standards, vendor or internal SLAs, and board-ready metrics on satisfaction and recovery. Evenings can include major disruptions, VIP/event readiness, or reviews of tomorrow’s service plan.
No. The listing is Singapore-based with remote set to on-site (remote: 0).
End-to-end rider experience—standards, recovery, frontline quality, and cross-team coordination—rather than pure engineering of vehicles or networks.
None listed. No certificate family or costed resources were supplied for this posting.
Head of Passenger Experience & Service at SBS Transit Ltd in Singapore 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. We pride ourselves on providing reliable and efficient services to the community while continuously striving for excellence in customer service. Applying for This Role To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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