Customer Protection Operations Manager

Lead customer protection operations at Metrolinx across the Greater Toronto Area, using crisis management and frontline leadership on rotating shifts.As Manager, Customer Protection, you oversee 24/7/365 services for GO Transit and UP Express. You manage Customer Protection Officers and Station Safety Ambassadors while coordinating revenue protection, bylaw enforcement, and customer service. The position provides operational oversight across rail stations, bus terminals, trains, property, and grade crossings. You also manage disruptions and emergencies, support strategies, and maintain relationships with policing and transit agencies. Work is collaborative and includes in-person partnership across the organization.Key Responsibilities:
Oversee Customer Protection Operations teams across Regional Transit System linesExecute customer and revenue protection strategies for GO Transit and UP ExpressProvide active onsite leadership to officers and Station Safety AmbassadorsCoordinate assignments for large crowd events and operational activitiesManage service disruptions, emergencies, fare inspection, and enforcement programsRequirements:
Degree in business, law, psychology, security, or related disciplineProgressive operational planning, crisis management, and supervisory experienceLeadership experience with unionized employees and collective agreementsKnowledge of safety legislation, transit bylaws, and revenue protectionValid Ontario Class G licence and required security clearancesBring operational leadership, crisis management, and customer protection expertise to Metrolinx’s GTA transit network.
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