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For Companies At a Glance
- Tasks: Lead ticketing operations and ensure seamless travel experiences across Greater Manchester.
- Company: Join TfGM, a forward-thinking team transforming transport in Greater Manchester.
- Benefits: Enjoy 28 days annual leave, free travel, and a local government pension scheme.
- Why this job: Make a real impact on integrated transport and enhance customer experiences.
- Qualifications: Proven leadership in payment systems and a passion for digital innovation.
- Other info: Flexible working options available to maintain a healthy work-life balance.
The predicted salary is between 60000 - 80000 £ per year.
Overview
Are you ready to play a key role in supporting how our residents and visitors move across Greater Manchester? We’re looking for a dynamic Ticketing Operations Lead to take the reins of our dynamic payment systems and ensure seamless, secure, and smart travel experiences across the Bee Network.
This role sits in the Ticketing Team at TfGM in the Customer & Growth Directorate. We are a diverse, multi-disciplined team driving forward significant change. You will work with a range of colleagues at all levels across TfGM and will report into the Head of Ticketing.
What You\’ll Do
- Ensure the customer comes first
- Lead incident and problem management across all ticketing platforms
- Monitor system health and performance, ensuring uptime and reliability
- Present strategic insights and performance dashboards to senior leadership
- Manage vendor relationships and compliance including SLAs
- Coordinate cross-functional teams and external partners
- Drive fraud prevention, revenue protection and continuous improvement
- Ensure compliance with PCI DSS, GDPR policies and standards including transport regulations
What Youll Lead
- A dedicated team including Operations Manager, Incident Manager, Field Equipment Officers, and Analysts
- Annual operations budget and strategic planning
- Relationships with Service Providers, Visa, Mastercard, Merchant Acquirers, and platform providers
For more info see Job Profile below.
What You’ll Bring / What We’re Looking For
- A proven leader of high-availability, customer-facing retail, payment and information systems
- Experience in managing complex integrated technology solutions provided by internal and external providers
- ITIL certified (or equivalent experience) and Service Desk experience
- A clear communicator and collaborator with a customer-focused approach
- Proactive, resilient and passionate about integrated transport and digital innovation
- Experience in public transport or regulated payment industries
- Proven experience of mentoring and developing high-performing teams
- A strategic mindset with a hands-on approach
What We Can Offer You
This is a permanent role and comes with a salary of £70,906 – £79,805 per annum depending on experience. We encourage flexible working discussions at any stage of the recruitment process.
Our Benefits Include
- Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more
- Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work
- Local Government defined pension scheme with life cover of 3x salary and options to boost contributions
- Enhanced family-friendly leave policies, including those supporting fertility treatment, with flexible and hybrid working options
- Additional wellbeing, personal and career development support and more on our website
What’s Next?
Ready to lead the future of ticketing operations? If you believe you have the skills and experience required, we’d really like to hear from you. Apply now and help us deliver smarter, safer, and more connected journeys for everyone. Please provide clear examples against the criteria questions; all appointments will be based on merit.
We embrace AI to enhance our operations and to innovate our services. Ensure you personally complete your application and read all instructions carefully. Applications relying too heavily on AI may be rejected during shortlisting, though AI may be used as a reasonable adjustment. If applicable, please explain why to help ensure a fair selection process.
TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We are committed to providing an inclusive and accessible recruitment process and can offer reasonable adjustments if required. We may close the advert early if we receive a high volume of applications.
For this opportunity, you must be able to prove you have the right to work in the UK. We are not a licensed sponsor.
Note: LNKD1_UKTJ
Roles and Location
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Management
- Industries: Strategic Management Services
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Ticketing Operations Lead employer: Transport for Greater Manchester
Contact Detail:
Transport for Greater Manchester Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ticketing Operations Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its ticketing systems. Understand their values and how they align with your experience. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and experience in managing complex systems, as these are key for the Ticketing Operations Lead role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and contributing to smarter, safer travel experiences across Greater Manchester.
We think you need these skills to ace Ticketing Operations Lead
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for integrated transport and digital innovation shine through. We want to see that you’re not just looking for a job, but that you genuinely care about improving travel experiences for everyone in Greater Manchester.
Be Specific with Examples: Make sure to provide clear examples that demonstrate how your experience aligns with the role. Whether it’s leading a team or managing complex systems, we love seeing real-life situations where you’ve made an impact. This helps us understand how you can contribute to our mission.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight the skills and experiences that are most relevant to the Ticketing Operations Lead role. We appreciate when candidates take the extra step to connect their background with what we’re looking for.
Follow Instructions Carefully: Read through the application instructions thoroughly and make sure you follow them to the letter. This shows us that you pay attention to detail and can follow processes—both crucial for this role. Plus, it maximises your chances of success!
How to prepare for a job interview at Transport for Greater Manchester
✨Know Your Ticketing Systems
Familiarise yourself with the various ticketing systems mentioned in the job description, like contactless EMV payments and mobile apps. Understanding how these systems work will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in high-availability environments. Be ready to discuss your approach to mentoring and developing high-performing teams, as this is crucial for the Ticketing Operations Lead position.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've managed incidents or resolved problems in a customer-facing environment. Highlight your proactive approach and resilience, as these traits are essential for driving operational excellence in ticketing operations.
✨Understand Compliance and Regulations
Brush up on PCI DSS, GDPR policies, and transport regulations relevant to ticketing systems. Being knowledgeable about compliance will show that you take the role seriously and understand the importance of security and regulations in the industry.
