Operations and Performance Analyst

Transport for Greater Manchester (TfGM) is at the heart of transforming how people travel across Greater Manchester. As we continue to develop and enhance our ticketing and retail services, we are looking for 2x proactive and analytical individuals to join our Ticketing team as a Ticketing and Retail Operations Analyst.

This is an exciting opportunity to play a key role in supporting and improving the ticketing systems that help millions of customer journeys every year. You will act as a subject matter expert, providing second-line support for ticketing operations, investigating incidents, analysing performance data and helping to ensure our customers receive reliable, efficient and user-focused services.

We’re looking for someone who is passionate about data, operational excellence and delivering outstanding customer experiences. If you’re someone who combines strong analytical skills with a customer-focused approach and a passion for improving services, we’d love to hear from you.

As a Ticketing and Retail Operations Analyst, you will:

• Investigate and support the resolution of ticketing system incidents, working with internal teams and third-party suppliers to maintain high service standards.
• Provide expert second-line support to Customer Services and operational teams.
• Develop, maintain and deliver operational reports, dashboards and analytics that drive informed decision‑making.
• Analyse ticketing, retail and payment data to identify trends, issues and opportunities for improvement.
• Support the management and monitoring of ticketing assets and infrastructure to maximise availability and performance.
• Identify and implement improvements to business processes that enhance customer experience and operational efficiency.
• Develop process documentation, knowledge articles and training materials to support users across the organisation.
• Contribute to the successful delivery and embedding of new ticketing products, services and processes.

This role sits in the Ticketing Team 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 Ticketing and Retail Performance and Operations Analyst.

You’ll be someone who:

• Is passionate about delivering excellent customer outcomes.
• Builds positive relationships and works collaboratively with colleagues and stakeholders.
• Is adaptable, resilient and comfortable working in a fast-paced operational environment.
• Takes ownership and delivers results.
• Is solution-focused and able to make informed decisions.
• Has excellent communication skills and can explain technical information clearly to different audiences.
• Has an interest in public transport and improving services for the people of Greater Manchester.

• Experience supporting customer-facing systems and services.
• Experience developing and administering operational business processes.
• Experience producing reports and analysing operational performance data.
• Experience providing second-line support and incident resolution.
• Strong Excel skills for data manipulation, analysis and reporting.
• Experience working under pressure and managing competing priorities.
• Knowledge of information security, PCI DSS and GDPR requirements.
• Experience using reporting and analytics tools such as Tableau, Power BI, Google Analytics or SQL.

At TfGM you’ll be part of an organisation that is helping…