Manager, CCSR Digital Experience

Metrolinx

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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.
The Community, Communications and Stakeholder Relations (CCSR) division is seeking an experienced digital strategist and people leader to join the Digital, Content & Insights (DCI) team as Manager, CCSR Digital Experience.
Reporting to the Senior Manager, Digital, the Manager, CCSR Digital Experience will be responsible for developing, planning and leading work associated with the digital experience across several channels (web, email, interactive maps and events) to deliver a cohesive, integrated and effective customer-first experience. Your work helps customer-residents find answers quickly and access clear, relevant information about Metrolinx’s work at the right time and through the right channels.
Who You Are
You are a strategic leader who understands how strong digital experiences build public trust
You bring a clear point of view on how digital channels can help Ontarians understand complex, long‑term community transformation and transit progress. You are skilled at expressing stories and creating connections across user journeys -- to explain the impacts and benefits of transit change in ways that are clear and relevant.
You think in systems and journeys. You understand how different channels work together over time, and you design experiences that feel connected, intentional, and easy to navigate. User needs and good design guide your decisions, particularly when translating complex information into practical, accessible content.
You are comfortable working at the intersection of strategy, data, and delivery. You use insights and performance data to set priorities and inform decisions, while balancing evidence with sound judgment. You focus effort where it will deliver the greatest value for both the organization and the public.
You bring strong technical understanding, without needing to be hands‑on in every detail. You rely on expert teams to execute, while you focus on setting direction, aligning work across channels, and ensuring a consistent experience for users regardless of how they choose to engage.
You are a confident and thoughtful communicator. You work effectively with senior leaders, build strong relationships across teams, and help others understand how their work contributes to Metrolinx’s broader role in transforming how the region moves.
We’re looking for leaders who inspire trust, shape culture, and move ideas forward. As a leader in our division, you will foster an inclusive, respectful, and people-first culture; provide clear direction and coaching that empowers your team to succeed; model accountability and integrity in your decision-making; collaborate across teams to drive impact; and lead through change with resilience and a forward-thinking mindset.
This role is well suited to someone motivated by impact, collaboration, and the opportunity to shape how millions of people experience transit change across the GTHA.
Candidates may be asked to provide a portfolio of projects and work highlighting their experience in digital experience and transformation.

Requirements

• Completion of a degree in Technology, Business, or a related discipline – or a combination of education, training and experience deemed equivalent
• Demonstrated technology and communication specific experience
• Experience managing small teams
• Ability to communicate effectively and present ideas in a concise well thought out manner especially to senior management
• Excellent time management and organizational skills
• Strong attention to detail and accuracy
• Experience with various digital and martech tools (eg.Contentstack CMS, Google Analytics, MS Dynamics 365 CRM / Customer Insights, Salesforce Marketing Cloud, SEMrush, Sprout social, etc)
• Project management skills, including work planning, monitoring and evaluation expertise, to manage multiple projects with competing priorities and tight deadlines

Responsibilities

• Manages the digital experience across a variety of digital channels for the CCSR division (including website, email, interactive maps, virtual events) to enable decision making and product success through a cohesive, integrated and effective end-user experience.
• Maximize the different tools used in various stages to define, analyze and improve the digital channel to add value for the end users (customer-resident) helping answer questions quickly and providing the right information about Metrolinx’s work to the right people at the right time.
• Leads the integrated digital channel strategy and user journeys to create and add value to projects and to assist in delivering on strategic priority of digital transformation work. Manage and monitor channel workplans as a planning tool of progress and next steps.
• Creates a culture of continuous improvement in digital channels to ensure high quality service standards and timely delivery are achieved. Leads the execution of project communication strategies and ensures applicable projects and initiatives are delivered on time and that anticipated business results are achieved.
• Develops service levels to meet end user requirements, setting performance targets and measures, and regular reporting protocols on the digital channels
• Manages and provide overall direction to 3-4 direct reports and drive a high-performance team. Monitors work assignments to ensure adherence to timelines; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps.
• Creates a working environment and positive employee engagement 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager