Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
As an integral part of our organization, your role will involve a commitment to support a 24/7 operational environment. This entails being available for on-call and onsite responsibilities beyond the standard work week. Your flexibility will be essential to this position as your schedule may require you to work on weekends, evenings, nights, holidays to support major track closures (MTCs), critical incidents and special events. It's important to note that this schedule is subject to change based on Metrolinx's operational needs and the evolving demands of our industry.
We support this commitment by providing:
Competitive Pension Plan
Employee learning & development programs and reimbursement
Recognition of prior Public Service for Vacation Entitlement
Employee Assistance and Wellness Benefit Programs
Parental Leave top-up, lactations accommodation and childcare partnerships
Menopause Policy
Employee Resource Groups
Customer & Transit Operations is seeking a Duty Station Manager, East Region to manage the daily face-to-face customer services operations of GO at assigned geographical region, ensuring quality and consistent customer experience, satisfaction, cleanliness, and safety at Stations. Responsible for working closely with Station Facility Operation teams to ensure state of good repair requirements are identified and met, and stations are kept in state of good maintenance.
What will I be doing?
Manage and take ownership of the customer experience at assigned stations; ensure customer needs are met; locations are clean and safety protocols are followed.
Oversee service quality at stations to maintain consistent satisfactory experiences for passengers; actively assess and incorporate customer feedback into stations' operations.
Monitor performance of information systems to provide accurate and timely data pertaining to service delivery and planning activities.
Develop and recommend service disruption recovery plans and communicate with NOC staff to maintain high levels of service reliability, expedite service recovery plans, and minimize passenger delays.
Ensure and monitor customer experience and delivery of communications during major bus or rail service disruption and recovery incidents.
Support the development of an optimized service model(s), including standards and policies, to meet changing business needs, maximizing visibility and effectiveness while driving service quality excellence, and ensuring customer and staff safety. Accountable for KPIs and reports status for defined area.
Support special events and work blocks at stations.
Recommends revisions to operational emergency response plans and manages daily operational recovery related activities.
Build strong relationships with station staff, understand their needs, and provide tailored guidance and support.
Establish personalized relationships with customers to foster a sense of familiarity and trust, enhancing the overall customer experience.
Oversee daily service delivery, while ensuring collaboration within cross-functional teams.
Oversee daily operations and performance to ensure passengers and management needs are met.
Recommend and implements plans to affect customers, ensuring consistency in communications, maintenance, and continuous improvement of customer service standards.
Manage the delivery of customer services to provide effective customer engagement at stations; address operational inefficiencies and implement quality control measures.
Manage the operational planning function, ensuring appropriate service levels meet customer requirements.
Create a working environment that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
Directly oversee and lead employees in a large work group, including the preparation of staff shift schedules for proper coverage of a 24 hour/7-day operation.
Supervise the activities of staff, ensuring work activities are carried out as assigned and the service is responsive.
Monitors and reviews staff performance to determine training needs and develops interchangeable roles and opportunities amongst staff.
What Skills and Qualifications Do I Need?
Completion of a degree in a Transportation Planning/Management, Business Administration, or a related discipline – or a combination of education, training and experience deemed equivalent.
Progressive experience in customer service in an organization known for delivering and leading daily operations of a major commuter rail and bus transportation hub.
Demonstrate experience in a leadership role (e.g., Project Lead, Team Lead or Assistant Manager) utilizing leadership, coaching, development, and people management skills.
A valid Ontario Class “G” driver’s licence is required.
Knowledge of the Employment Standards Act, Occupational Health & Safety Act, and applicable building codes to monitor and manage employee and contractor risk during execution of customer service initiatives.
Knowledge of formal and informal policies and organizational interconnections to effectively navigate boundaries and manage regulatory / compliance.
Customer service delivery and leadership skills to create a positive customer experience by providing customer service leadership.
Strong relationship and stakeholder management skills to build effective working relationships.
Experience leading transformational change to adapt to new or changing requirements and reflecting on lessons learned to analyze, evaluate, and define problems/challenges, identify alternatives, and make timely decisions to manage risk and address issues.
Diplomacy, negotiation, and persuasion skills to administer, review, and negotiate vendor contracts, and manage customer service and facilities management issues.
Personal resiliency to manage conflicting pressures and address front-line customer-facing issues.
Problem solving and oral/written/presentation skills to manage communication with stakeholders, resolve issues, and tailor communication style and delivery for a variety of audiences.
Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.
LI-MM3 #LI-Onsite
