24/7 Transit Customer Protection Manager

Metrolinx; Brampton; On-site; CAD 90,000 - 115,000; Full time

Job summary

Metrolinx is seeking a Manager, Customer Protection to oversee 24/7/365 CPS operations across the GO Transit and UP Express network. The role manages teams of officers and ambassadors, directs revenue protection and safety initiatives, and collaborates with regional partners to protect customers and assets.

The ideal candidate has a degree in a related field and proven leadership in crisis management, with strong communication and project management skills.

Qualifications

• Completion of a degree in Business Administration, Legal Studies/Law, Psychology, Security or related discipline.
• Progressive experience in leading delivery operations planning and crisis management with supervisory experience.
• Leadership skills to motivate a team and set high standards.
• Experience working with unionized employees and collective agreements interpretation.
• Knowledge of safety related legislation and the by-laws of the Greater Toronto Transit Authority.
• Experience in time management, report writing, problem solving, strategic planning, project management and communications.
• Knowledge of loss prevention and revenue protection techniques.
• Budget development and financial management experience.
• Customer service skills with experience addressing complaints; personal resiliency to manage conflicting pressures.
• Must be able to obtain and maintain Secret Level Security Clearance through Transport Canada and pass related security checks.

Responsibilities

• CPS Managers work rotating shifts across 7 days a week and oversee Customer Protection Operations teams.
• Execute enterprise customer protection and revenue protection strategy for GO Transit and UP Express across stations and terminals.
• Lead and develop Customer Protection team members and provide on-site leadership.
• Coordinate actions with NOC, Service Design, Stations, Rail Services for large crowd events.
• Build relationships with regional policing agencies and transit partners; support RP strategy development.
• Manage service disruption and emergencies with effective incident response.
• Advance customer protection initiatives through training, policy updates, and cross‑department collaboration.
• Direct fare inspection, enforcement and customer service programs.

Skills

Leadership

Crisis management

Customer service

Communication

Time management

Report writing

Project management

Problem solving

Budgeting

Interpersonal skills

Education

Bachelor's degree in Business Administration, Legal Studies/Law, Psychology, Security or related discipline

Job description

Metrolinx is seeking a Manager, Customer Protection to oversee 24/7/365 CPS operations across the GO Transit and UP Express network. The role manages teams of officers and ambassadors, directs revenue protection and safety initiatives, and collaborates with regional partners to protect customers and assets.

The ideal candidate has a degree in a related field and proven leadership in crisis management, with strong communication and project management skills.