24/7 Customer Protection Operations Manager

Metrolinx; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Metrolinx is seeking a Manager, Customer Protection to lead 24/7 operations across GO Transit and UP Express, ensuring revenue protection, safety, and customer service across stations, trains, and terminals.

The role requires strong crisis management, budget oversight, and collaboration with unions, law enforcement, and regional partners to deliver the enterprise strategy while maintaining high standards of service.

Qualifications

• Degree or equivalent education in a related field.
• Experience leading delivery operational planning and crisis management.
• Strong leadership and people-management abilities.
• Experience with unionized employees and collective agreements.
• Knowledge of safety legislation and local bylaws.
• Experience in planning, reporting, problem solving and communications.

Responsibilities

• Oversee Customer Protection Operations teams and provide on-site leadership.
• Execute enterprise protection and revenue protection strategies across GO Transit and UP Express.
• Coordinate with departments and manage staffing for large events and incidents.
• Develop action plans and collaborate with other units and external partners.
• Build relationships with law enforcement, transit agencies and stakeholders.
• Lead responses to service disruptions and emergencies.
• Support strategy implementation through training, policies and continuous improvement.
• Manage fare inspection and customer service programs.

Skills

Leadership

Crisis management

Strategic planning

Team motivation

Budget management

Communication

Customer service

Time management

Interpersonal skills

Education

Bachelor's degree in Business Administration or related field

Security or risk management training

Law/Policy understanding

Job description

Metrolinx is seeking a Manager, Customer Protection to lead 24/7 operations across GO Transit and UP Express, ensuring revenue protection, safety, and customer service across stations, trains, and terminals.

The role requires strong crisis management, budget oversight, and collaboration with unions, law enforcement, and regional partners to deliver the enterprise strategy while maintaining high standards of service.