Customer Service Director

For the purpose of the expected award in Manila for the project detailed below, we are looking for expressions of interest for the position of: Customer Service Director The North–South Commuter Railway (NSCR) is a major heavy rail infrastructure project designed to transform mobility across Metro Manila and its neighboring provinces. Spanning approximately 147 km (34 stations) from Clark in the north to Calamba in the south, the system is a fully electrified, double-track, standard-gauge railway, built to international heavy rail standards. The NSCR is conceived as a high-capacity heavy rail system, capable of supporting both commuter and airport express services, with infrastructure designed for intensive operations, high speeds (up to 160 km/h), and large passenger volumes. The network includes modern stations, full grade separation, and advanced signaling and control systems, ensuring high levels of safety, reliability, and operational efficiency typical of major metropolitan heavy rail networks. The rolling stock consists of electric multiple units (EMUs) compliant with international heavy rail specifications, enabling high acceleration, optimized dwell times, and energy-efficient operations. Two types of EMUs will operate on the line: Commuter trains and Limited Express trains. Both are configured for high-frequency commuter services, and for limited-stop airport express services, all featuring air-conditioned cars, wide doors, and layouts designed for high passenger throughput and rapid boarding/alighting. The NSCR is expected to significantly increase the rail modal share in the region, targeting up to 800,000 passengers per day in its full configuration. By connecting key economic hubs, residential areas, and Ninoy Aquino International Airport, the system will play a critical role in reducing congestion, lowering emissions, and supporting sustainable urban development. As a flagship heavy rail project, NSCR requires extensive expertise in high-capacity rail systems, including operations, maintenance, and asset management aligned with international best practices. Experience in heavy rail environments is therefore a key prerequisite for all critical roles within the project. Transdev, together with its consortium partners Tokyo Metro, Mitsubishi Corporation and Ayala, has formed a consortium to address the bid and, upon award, will deliver the Operations and Maintenance (O M) of the overall system, bringing together strong and complementary local international expertise in high-capacity rail operations and asset management. Project Context The NSCR is the largest railway infrastructure projects currently being delivered in the Philippines. It is currently under construction by the appointed Engineering, Procurement and Construction (EPC) Contractors. Commercial service is planned to start progressively through a series of phased operational openings, with infrastructure, systems and operational sections becoming available as construction, testing, commissioning and readiness activities are completed. The first phase is currently expected to be handed over to the O M Concessionaire towards the end of Q4 2027. Following Contract Award, the O M Concessionaire will undertake a comprehensive pre-operations phase, working closely with the Grantors, EPC Contractors, the Independent Consultant, the Employer's Independent Safety Assessor (E-ISA), Original Equipment Manufacturers (OEM) and other stakeholders to support the transition from project delivery into passenger railway operations. Key activities during this period will include mobilisation of the O M organisation, recruitment and onboarding of personnel, development and implementation of operational procedures, training and competency management, participation in Testing and Integration activities, operational readiness planning, Safety Case development, Trial Running and preparation for phased commencement of passenger services. The successful candidate will therefore be expected to contribute not only to the long-term operation of the railway, but also to the establishment, preparation and progressive commissioning of the operational railway organisation from mobilisation through to the successive Partial Operation phases until Full Operation. Role Purpose The Customer Service Director’s purpose is to define, implement, and lead the customer service strategy to deliver a high-quality passenger experience, ensuring customer satisfaction, effective communication, and strong stakeholder engagement, in line with contractual objectives and international best practices. Key responsibilities Develop and implement the customer service strategy and standards across the network Ensure delivery of high levels of customer satisfaction and service quality Oversee customer-facing operations, including station experience, passenger information, and support services Manage customer communication channels (real-time information, complaints, feedback systems) Lead initiatives to enhance passenger experience and service innovation Monitor and analyse customer service KPIs (satisfaction, complaints, response times) Ensure effective handling of customer issues, disruptions, and service recovery communication Promote a customer-centric culture across all operational and support teams Coordinate with operations, OCC, and maintenance to ensure consistent passenger information Manage relationships with clients, authorities, and external stakeholders on customer experience matters Lead communication strategies during incidents and service disruptions Your profile Minimum of 5 years’ relevant industry experience in transport, services, or customer operations Proven experience in customer-facing roles, demonstrating strong communication, problem-solving, and relationship-building skills Holds a relevant degree in communications, business, or equivalent Possesses a recognized professional qualification or license Experience in heavy rail, or large-scale service environments is an advantage Strong understanding of customer service management and passenger experience Proven experience in managing teams and customer service operations Experience in performance-driven environments and KPI delivery Demonstrated ability to handle customer issues and service recovery situations Strong leadership and ability to embed a customer-first culture Language You speak and write English fluently. Additional information Location: Manila, Philippines Award date : December 2026 Expected contract signature : January 2027 Mobilisation date : Early 2027