About Us:
RATP Dev Western Sydney Airport (RDWSA) is a subsidiary of the RATP Group, global leader in high-capacity urban rail and the world's third largest public transport operator.
Our 25,000 people design, operate, maintain and modernize urban and interurban transportation networks. We serve more than 100 cities in 17 countries, delivering tailored mobility solutions that address each community’s unique environmental, social, and economic challenges.
We build, deliver and commit for the best of public transport – every day, everywhere, for everybody – to make it the natural choice for cities and passengers.
As a contractor to the Australian Federal and NSW governments, Parklife Metro is leading a transformative metro project connecting St Marys to Bradfield, linking with the new Western Sydney Airport.
RDWSA will proudly operate and maintain 6 new stations, 12 metro trains, core rail systems, and a state-of-the-art stabling and maintenance facility at Orchard Hills on the Western Sydney Airport metro line for 15 years after the line has become operational.
About the Role:
The Proximity Manager (PMa) is a visible, hands-on leader who provides strong people leadership to Customer Service Agents, Ambassadors, and on-shift teams, fostering a high-performing, safety-focused, and customer-centric culture. You will lead, coach, and support your teams to deliver safe, efficient, and high-quality station operations. Initially based in the office, you will play a key role in building operational readiness — contributing to planning, processes, and team capability. As the readiness activities progress, you will transition into shift-based operations, taking end-to-end responsibility across testing, commissioning, and ultimately the day-to-day leadership and management of station operations, including delivering an exceptional customer experience.
Prior to trial operations:
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Support operational readiness through high-quality documentation and process development.
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Attend supplier and system training to build subject-matter expertise.
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Deliver training and competency development for frontline staff in conjunction with the Learning and Competency team.
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Contribute to the design of operational procedures, SOPs, work instructions, and concepts of operations.
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Participate in Testing and Commissioning activities to validate station and system performance.
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Support station handover activities in preparation for Trial Operations
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Support talent selection activities
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During Trial Operations and steady-state operations:
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Lead and supervise Customer Service Agents, Ambassadors, and other on-shift staff, providing coaching and performance management.
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Manage day-to-day operations across assigned stations, engaging directly with customers, contractors, and stakeholders.
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Act as Metro Commander at stations or on the network during incidents or emergencies, ensuring safe and effective responses.
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Oversee subcontractors including cleaning, security, and landscaping partners.
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Maintain high standards of customer experience, safety, and operational KPIs.
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Support incident management, crowd control, and emergency response as required.
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This role is a unique opportunity to be at the forefront of a transformative metro project, shaping the customer experience and operational excellence for the Western Sydney Airport metro line.
About You:
You are a proactive, hands-on leader with frontline operational experience, ideally in a safety-regulated environment such as rail or transport. You thrive in dynamic, customer-focused settings and have a track record of leading teams to deliver operational and service excellence. You will bring:
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Extensive experience in customer service delivery in a rail environment.
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Proven leadership experience managing high-performing, diverse teams.
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Sound knowledge of safety legislation, incident and emergency management, and operational risk management.
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Strong communication and interpersonal skills, capable of influencing, coaching, and building effective teams.
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Experience in developing and delivering training, SOPs, work instructions, and operational processes.
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Tertiary qualification or equivalent professional experience (TAE40116 Certificate IV in Training & Assessment, First Aid, White Card, and MTA RIW card are desirable).
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Ability to work under pressure, prioritise tasks, and make decisions independently.
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Commitment to upholding RATP Dev’s values of United, Caring, Effective, Daring and promoting a positive safety culture.
