Manager, Customer Experience

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.

The Manager, Customer Experience is responsible for leading and developing onboard and off-board employees to ensure safe, high-quality, and consistent customer service. This role oversees regulatory compliance, service delivery, employee performance, and customer issue resolution. It involves travel across the network, active supervision of frontline operations, coaching, auditing, and contributing to continuous improvement through training, investigations, and project management. The Manager also ensures adherence to safety and labour standards while supporting operational readiness and customer satisfaction.

Responsibilities

Operational Oversight (Customer Service Excellence, Regulatory Compliance and Safety)

• Supervises on-train and station-based activities to ensure consistent, high-quality, and safe customer service delivery.
• Conducts regular station visits to observe service standards and support frontline teams.
• Ensures timely and efficient execution of operational duties including boarding, ticketing, baggage handling, and support for special needs customers.
• Coordinates emergency responses and manages on-site situations to minimize disruption to customers and operations. Ensures compliance with federal, provincial, and corporate safety regulations.
• Conducts inspections and audits to monitor adherence to standards; implements corrective actions where necessary.
• Identifies and mitigates safety risks through proactive supervision and intervention.
• Serve as Duty Officer on a rotational basis.

Customer Feedback and Continuous Improvement

• Investigates customer feedback and survey data to identify areas for service enhancement.
• Conducts internal investigations related to accidents, delays, service disruptions, or rule violations.
• Recommends and enacts solutions to address deficiencies and improve overall customer experience.

Employee Management and Development

• Coaches, supervises, and trains on-board and off-board employees to meet safety and service standards.
• Identifies training needs and ensures continuous development of frontline staff.
• Participates in recruitment and onboarding processes for Customer Experience team members.
• Manages matters related to the Canada Labour Code, health and safety, employee disability cases, and internal complaints.

Communication and Project Coordination

• Delivers briefings and training sessions to frontline teams on corporate strategies and new initiatives.
• Manages or contributes to projects that impact customer experience; ensures outcomes meet objectives and quality standards.
• Builds and maintains relationships with internal stakeholders and subject matter experts.

Financial Oversight and Workforce Planning

• Monitors staffing levels and associated expenses; analyzes variances and implements improvement initiatives.
• Supports resource allocation aligned with operational and service delivery needs.
• Tracks monthly financial performance and recommends efficiencies where applicable.

Requirements

• University degree in management or a related field, or a minimum of five (5) years of experience in a supervisory role in a customer service environment, preferably in a unionized setting.
• Bilingualism (English and French) is essential – strong verbal and written communication skills in both official languages.
• Strong customer service abilities and in-depth knowledge of health and safety training.
• Solid understanding of the Canada Labour Code and Human Rights Legislation.
• Knowledge of Unifor collective agreements and Canadian Labour Code Part II is considered an asset.
• Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Flexibility and availability to travel and work variable shifts, including weekends and statutory holidays.

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!