Contact Centre Manager - Palmerston North
Students and Global Engagement
Manawatū
Te Paepoto - the threshold of the University - is where many of our tauira (students), whānau, and wider community begin their journey with Te Kunenga ki Pūrehuroa Massey University. We're searching for a dynamic, inclusive leader to guide this vital service into the future.
This full-time, permanent role is based at our Manawatū Campus (Palmerston North), with flexibility to work from our Wellington office and two days per week in Palmerston North. The salary range is $96,565 - $129,699 per annum, depending on skills and experience.
As Manager of Te Paepoto, you will lead the delivery of mana-enhancing, Tiriti-led support for current and future students, alumni, and staff. Your role blends strategic leadership with operational excellence, weaving kaupapa Māori values, digital innovation, and student-centred service to uphold the mana of every interaction.
This is a rare opportunity to join Massey's Student Experience directorate in a role that makes a tangible impact on student success and equity of access.
Mō tēnei tūranga - In this role you will:
lead and inspire the Te Paepoto team across multiple channels, fostering a culture of manaakitanga, whanaungatanga, and continuous learning
ensure inclusive, accessible service design that meets the diverse needs of tauira, especially Māori, Pacific, disabled, and equity group students
collaborate across the University to uphold Te Tiriti o Waitangi and embed culturally responsive service practices
drive innovation in customer experience and contact centre operations using insights, technology, and te ao Māori frameworks
support Massey's emergency and business continuity plans with calm, agile leadership.
He kōrero mōu - About you
We're looking for a people-first, purpose-driven leader with:
a degree-level qualification and an understanding of the University experience
at least five years experience leading complex, multi-channel contact centre environments
a strategic mindset with strength in service innovation, data-informed decisions, and digital transformation
a strong understanding of Te Tiriti o Waitangi and a proven record of embedding Tiriti-led practices
a commitment to equity, inclusion, and holistic student success
capability in te reo Māori and tikanga (highly valued -development in this area will be supported).
Ngā painga - What we offer:
A collaborative, Tiriti-led working environment where your leadership will make a difference
6.75% employer contribution to UniSaver superannuation scheme
Five additional university holidays per year
Subsidised Southern Cross health insurance
Professional development, discounted study, and fee concessions for whānau
Access to on-campus creche/day care at Manawatū and Wellington campuses
If you're a bold, values-led leader ready to help shape the future of contact and support services at Massey, we invite you to apply.
Closing date: 15 June 2025
Reference number: SGE_TP_344_03/25
For further information and to apply online, visit: http://masseyunicareers.nga.net.nz
