Director, Station Customer Operations West

Metrolinx•Canada,

10d•CA$159,245 - CA$226,298•Onsite

About The Position

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 3500 Wolfedale 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. Our Operations & Safety (GO & UP) division promotes diversity, equity, and inclusion by ensuring equal employment opportunities and fostering a supportive workplace culture. Our Customer and Transit Operations Office is seeking a Director, Station Customer Operations to provide senior leadership, and strategic direction for the delivery of overall customer service, including service delivery and performance models, for 34+rail stations, 5 bus terminals (in addition to bus shelters at rail or bus passenger terminals) and 16 park and ride facilities in the GO/UP network across South Western Ontario (covering a geographical area of ~12,000 square kilometers) to achieve the highest levels of customer satisfaction and deliver a station experience that is intuitive, seamless, accessible and safe. Position incumbent is the business owner accountable for the in-station customer experience, passenger, public and employee safety, people management and performance.

Requirements

Completion of a degree in Business Administration, Commerce, Management, or a related discipline – or a combination of education, training and experience deemed equivalent.
Demonstrate years of progressive management experience providing leadership and direction to a large operational division, ideally within the public transit sector.
Experience directing a large operational, customer-focused division to deliver on annual and long-term goals and objectives.
Experience in the management of customer facing services at geographically dispersed facilities with diverse workforces.
Experience overseeing initiatives, innovations, large capital projects, operational commissioning and assignments aligned with corporate strategies.
Budget management to develop and monitor a large operational & capital budget which includes revenue generation.
Senior leadership experience to direct and motivate a large team to meet or exceed customer expectations.
Exceptional influencing, communication, and negotiation capability to manage relationships with staff, partners, stakeholders, government agencies, communities and executive.
Strong problem solving and decision-making skills to identify and mitigate risks and barriers to the successful delivery of plans and strategic direction and service recovery processes.
Interpersonal and oral/written/presentation, tact, and persuasiveness skills to lead and direct operations, as well as recommend improvements and innovation for senior management consideration.

Responsibilities

Creates group mandate and vision and leads the development of strategic plans, multi-year business plans and corresponding budgets that align with the long-term vision of the corporation and Customer Transit and Operations strategy.
Accountable for the delivery of customer services at all customer-facing rail, bus and park and ride facilities and driving continuous improvement in the quality and overall effectiveness of the delivery of these services by: leading the development and implementation of customer service plans that drive fare and non-fare revenue through service delivery improvements, and the enhancement of customer satisfaction. leading the development and implementation of staffing and resourcing strategies to address on-demand and core service requirements, including the management of special events, and emergency & service recovery preparedness, in addition to service plan changes. sponsoring and/or leading the requirements and/or programs/plans and products that support delivery of the customer journey and standards. providing leadership to Station service readiness planning for new services, events and customer interface with construction to ensure service delivery standards are met. business sponsorship oversight for operational performance of non-fare revenue programs to maximize revenue potential at stations and provide amenities that drive a high level of customer satisfaction.
Directs and approves all strategic initiatives impacting customer experience, station access, amenities, retail, and parking.
Leads the development and management of key performance indicators (KPIs), trends and metrics to actively monitor performance, set customer service standards, guide continuous improvement and innovation, and inform executive decision-making.
Oversees and guides the identification of opportunities, roadblocks, and emerging risks/issues; applies political acuity and relationship management to ensure risks are detected, assessed, managed and/or resolved; monitors development and implementation of mitigation plans to maximize opportunities.
Directs the operations to meet or exceed customer expectations.
Develops and maintains relationships and strong communication with staff, external stakeholders, and customers for the purpose of creating a strategic direction that will meet or exceed future requirements.
Builds strategic relationships with key stakeholders across the corporation to deliver strong customer satisfaction and the brand promise of friendly, safe, and reliable services as well as identify opportunities for growth/improvement.
Evaluates customer service delivery and develops improvement plans based on a continuous scan of best practices among other transit jurisdictions and oversees service recovery processes in a network of 70+ rail stations, including Union Station, bus terminals & shelters and park & ride facilities.
Directs the continuous improvement of operations to optimize effectiveness and maximize revenue generation as well as customer satisfaction.
Contributes directly to corporate policy, practice, and procedures through KPIs, trends, metrics, analysis, business case development, and best practice.
Creates a working environment that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
Provides creative thought leadership with input from others to develop and deploy a strategic vision; connects and aligns projects/initiatives with strategic corporate goals.
Demonstrates leadership and core competencies at a high level of development and is an exemplary model of living the corporate Values and Code of Ethics