Customer Protection Operations Manager

Lead customer protection operations across the Greater Toronto Area, using crisis management and frontline leadership in rotating shifts. Guide services supporting GO Transit and UP Express passengers.Metrolinx seeks a Manager, Customer Protection to oversee Customer Protection Services operations and customer service delivery. Acting as Duty Manager, you will provide operational advice across a 24/7/365 network. The work covers revenue protection, bylaw enforcement, safety patrols, fare inspections, and emergency response.Key Responsibilities:
Oversee rotating Customer Protection Operations teams across transit linesExecute customer and revenue protection strategies for GO Transit and UP ExpressProvide onsite leadership to Officers and Station Safety AmbassadorsManage service disruptions, emergencies, and incident responsesDirect fare inspection, enforcement, and customer service programsRequirements:
Degree or equivalent education, training, and experienceProgressive operational planning, crisis management, and supervisory experienceLeadership experience motivating teams and setting clear expectationsExperience with unionized employees and collective agreement applicationValid Ontario Class G licence and required security clearancesApply customer protection leadership, crisis management, and operational planning expertise across Metrolinx’s regional transit system.
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