Manager, Customer Protection

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.The Customer Protection Services division is seeking a Manager, Customer Protection that will manage and provide oversight customer protection officer services (CPS) operations program and delivery of customer service. It will act as the Duty Manager to ensure oversite of the complex operation of the 24/7/365 Customer Protection Services, providing operational advice and oversight to events occurring across the network. The Manager will support the services operations program to protect the security of passengers, employees, equipment, and corporate assets, and coordinates customer service initiatives through safety patrols and fare inspections that provide a presence on trains, property, station, bus loops, and grade crossing.This role is an in‑office position based at our downtown location. Our team is highly collaborative, and much of our work benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization.What will I be doing? CPS Managers work rotating shifts that operate 7 days a week over 24-hour periods. They will oversee teams of Customer Protection Operations, as a rotating Manager across different lines within the Regional Transit System. Executes the enterprise customer protection and revenue protection strategy for GO Transit and UP Express within their defined area, including rail stations, bus terminals, and grade crossings; ensuring delivery of revenue protection, bylaw enforcement, and customer service in a manner that aligns with corporate standards, policies, and procedures and monitors compliance. Manage Customer Protection Team members including Customer Protection Officers, and Station Safety Ambassadors, within their Team and provides active onsite leadership. Supports the development of action plans, targeted assignments and coordinating supporting management activities in collaboration with the NOC, Service Deign, Stations, Rail Services, staff assignments associated with large crowd special events, such as concerts, sporting competitions, festivals and exhibitions. Creates and maintains collaborative relationships with external stakeholders, including regional policing agencies, regional transit agencies, Transport Canada, Municipalities, and Ministries. Support RPO with development of RP strategy. Responsible for managing service disruption and emergencies to ensure effective responses to incident and emergencies. In collaboration with other CPS leadership, lead the advancement of customer protection through the implementation of strategies, training, and policies to attain the department’s vision and in alignment with the MX vision.Manage and provide direction for fare inspection, enforcement and customer service strategies and programs. What Skills and Qualifications Do I Need? Completion of a degree in Business Administration, Legal Studies Law, Psychology, Security or a related discipline – or a combination of education, training and experience deemed equivalent. Demonstrated years of progressive experience/training in leading delivery operational planning and crisis management with supervisor experience Leadership skills to motivate a team and set high standards and clear expectations Experience working with unionized employees as well as collective agreements interpretation and application. Knowledge of safety related legislation and the by-laws of the Greater Toronto Transit Authority Experience in the areas of time management, report writing, problem solving, strategic planning, project management and communications Knowledge of loss prevention and revenue protection techniques Budget development and financial management experience and skills to develop and monitor operational budgets Customer service skills with experience addressing complaints. Personal resiliency to manage conflicting pressures and address front-line customer-facing issues. Must have a valid Ontario Class “G” license and be able to meet the corporate standard for a good driving record Must be able to obtain and maintain Secret Level Security Clearance through Transport Canada. Must be able to pass Ontario Provincial Police (OPP) security clearance to gaining access to the Canadian Police Information Centre (CPIC) and the Police Automated Registration Information System (PARIS) and obtain Special Constable status Must be able to obtain the GO Transit Operator’s permit. Must be able to pass Ontario Incident Management System Levels 100, 200 and 300. Organization skills to work as a team member and provide team leadership, and to work independently.Interpersonal, public relations, and oral/written communication skills to address customer complaints and concerns. Unusual Working Conditions Regular travel to facilities with exposure to inclement weather conditions and difficult road conditions and infrequent exposure to outdoor and potentially hazardous scenes. Occasional exposure to critical incidents and potential for OSI risks due to observing traumatic scenes. Various shifts and locations across the GTHA, including weekends, days and late evenings.CPS Managers work rotating shifts that operate 7 days a week over 24 hour periods 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.AccommodationWe 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 and other applicable legislation so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: View phone number on ca.snapjobsearch.com or email View email address on ca.snapjobsearch.com ProcessAll 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.