Regional 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.

This role is an in‑office position based at our Union Station Office and a Regional Office in either the East or West Regions. 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.

Our Operations & Safety (GO & UP) division promotes diversity, equity, and inclusion by ensuring equal employment opportunities and fostering a supportive workplace culture.

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

This role will partner with the CPS Director to lead the strategic planning, development, and management of Customer Protection Services, ensuring the safety of customers, employees, and assets while safeguarding revenue. Oversees training for Customer Protection teams to handle emergency and safety incidents in collaboration with security and emergency partners. Additionally, drives enterprise revenue protection strategies across GO Transit and UP Express, leading key programs such as fare enforcement, parking enforcement, and compliance initiatives aligned with PRESTO systems.

Number of Vacancies: 2

What will I be doing?

• Leads the Duty Managers and ensures that Customer Protection Officers, Station Safety Ambassadors and Revenue Protection Officers are working together to deliver on the CPS Mandates. Collaborates with stakeholders, such as the NOC, Station Operations, Emergency Services, City of Toronto Operations, Property Management and Security, Emergency Services and other stakeholders and contractors, to provide support and assistance in delivering safe, efficient, and effective services in timely manner.
• Establishes and maintains strong partnerships with external safety and security stakeholders to ensure efficient protection of the right of way, Metrolinx property, equipment, staff and the public.
• Assists the Director CPS in the development and implementation of policies and procedures in customer protection with corporate, government and legislative directives and regulations (e.g. program plans, staff and facility safety and security, handling hazards, and maintaining statutory compliance.
• Directs a dynamic team which comprises of non-union and unionize staff, the team consistent of Duty Managers, Customer Protection Officers, K9 Officers, Revenue Protection Officers and Station Safety Ambassadors.
• Manages relationships and establishes operating protocol and liaises with regional and municipal police services as well as Railway Police agencies ( e.g. Canadian National Railway (CN), and Canadian Pacific Railway (CP) Police and the Ontario Provincial Police (OPP)), to ensure timely response to emergency occurrences and concerns.
• Represents Metrolinx in discussions with other regulatory authorities, standards bodies and agencies, and influences and negotiates when appropriate to support Metrolinx innovation and excellence;
• Builds collaborative relationships with organizational leadership and gains trust with stakeholders (e.g. customers, other business units, tenants, local transit) to foster good relations, gain support, develop resources, drive results, realize project outcomes, manage conflicts, and represent the needs of customers, stakeholders, operations, and maintenance.
• Accountable for the successful implementation of plans, best practices and strategies to drive change and instil a working culture of inclusion, safety and customer service that drives continuous improvement initiatives to support and foster the advancement of customer service change management initiatives
• Monitors the daily operation of all Customer Protection activities in the assigned line through reports generated by a variety of media, and by direct observation of staff behaviors and interactions, to ensure the necessary adjustments are made to meet immediate service needs and quality standards.
• Oversees bargaining and non-bargaining staff, responsible for delivering a high degree of employee satisfaction through appropriate leadership, communication, training and coaching and performance management; Makes strategic decisions with respect to hiring and building the CPS and Logistical team, ensuring team’s skills and capabilities are cohesively contributing to team objectives, support performance management and development for all staff.
• Implements employee engagement initiatives and builds a culture that inspires the leadership and front line staff of Customer Protection Operations to empower staff, enable idea generation, feedback and decision making.
Provides senior leadership, oversight and direction to staff, project teams and vendors delivering a portfolio of inter-dependent projects; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps.

What Skills and Qualifications Do I Need?

• Completion of a degree in Business Administration, Criminology, Legal Studies, Law Psychology or similar – or a combination of education, training and experience deemed equivalent.
• Demonstrated years of progressive experience leading leaders, specifically in public safety operations and crisis incident management , large crowd management strategies preferably in a leading transportation or law enforcement sector.
• Ability to obtain Special Constable Status. Secret Clearance. Level 300 IMS
• A valid Ontario Class "G" driver's license is required.
• Experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and leading change throughout the organization, reflecting on lessons learned to analyze, evaluate, and define problems/challenges, identify alternatives, and make timely decisions to manage risk and address issues.
• Knowledge of project management and related systems requirements and development methodologies, to support the delivery of a portfolio of very large inter-dependent projects with high complexity, risk, and organizational impact; experience with leading and managing project development, project progress, related staff and project resources, monitoring project activities for adherence to timelines, and monitoring project performance results, ensuring alignment with corporate project management methodologies and processes
• Extensive experience leading and managing both unionized and non-unionized employees, with demonstrated expertise in the interpretation, application, and administration of collective agreements. Candidates must possess strong knowledge and experience in human resources processes, including performance management, attendance management, workplace investigations, discipline, conflict resolution, grievance management, accommodation, return-to-work programs, employee development, and talent management within complex operational environments. Experience fostering positive labour relations while ensuring compliance with employment legislation, organizational policies, and collective agreement provisions is essential.
• Diplomacy, negotiation and persuasion skills to administer, review, and negotiate vendor contracts, and manage customer service and facilities management issues;
• Leadership and management skills to manage and motivate a team/unit as well as cross functional teams and set high standards and clear expectations
• Knowledge of policy development, budget control, risk and change management, and project management principles and methods to lead and manage strategic/business planning programs, projects, and continuous improvement initiatives Personal resiliency to manage conflicting pressures and address front-line customer-facing issues;
• Verbal/written/presentation skills to manage communication with project portfolio stakeholders, resolve issues, and tailor communication style and delivery for a variety of audiences;
• Strong understanding of police operations and comfort in liaising with police and other partnering agencies.
Senior Leadership in law enforcement will be an asset.

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 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.workus.org or email View email address on ca.workus.org.

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.