Manager Northlander Operations

Ontario Northland; Toronto; On-site; CAD 113,000 - 133,000; Full time

Job summary

Ontario Northland is seeking a Manager, Northlander Operations for the Greater Toronto Area to ensure safe, reliable and customer-focused Northlander services. You will coordinate with the Sr.

Manager and service excellence teams to deliver an exceptional passenger experience and maintain on-time performance. Lead station staff, collaborate with third-party providers and maintain emergency response plans, safety checks and continuous improvement across operations.

Qualifications

• College diploma in Business Administration or related discipline
• Minimum 5 years leadership experience in hospitality, ideally unionized
• Proven management experience in transportation with strong operational logistics
• Bilingual in English and French (verbal) is an asset
• At least 2 years in emergency response planning and execution
• Exceptional customer service and stakeholder engagement skills
• Proficient in Microsoft Office; familiarity with POS/payment systems and reservation platforms

Responsibilities

• Oversee Northlander services and coordinate with internal teams, third-party partners and stakeholders
• Support on-time performance and proactive operational improvements
• Maintain safety policies, health & safety compliance and emergency response plans
• Coordinate boarding logistics and passenger flow at Union Station and Toronto motor coach locations
• Represent Ontario Northland at industry events and liaise with maintenance and control centers

Skills

Customer service

Stakeholder engagement

Communication skills

Conflict resolution

Microsoft Office

Education

College diploma in Business Administration

Tools

Microsoft Office Suite

POS systems (Moneris, Square, Stripe)

Job description

POSITION

Manager Northlander Operations

REPORTS TO

Senior Manager, Northlander and Service Excellence

DEPARTMENT

Passenger Services

LOCATION

Greater Toronto Area

REFERENCE

500-127-27

SALARY

$112,788 to $132,704

WHO WE ARE

Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT

The Manager, Northlander Operations is accountable for overseeing the delivery of Northlander services, ensuring seamless coordination among internal teams, third-party partners, and key stakeholders. This role plays a critical part in enhancing operational efficiency, supporting motor coach integration, and delivering a safe, reliable, and customer-focused travel experience for all passengers.

MAJOR DUTIES/ RESPONSIBILITIES

• Work closely with the Sr. Manager of Northlander and Service Excellence to ensure an exceptional customer experience
• Foster a collaborative, customer-focused culture rooted in true Northern hospitality.
• Coordinate with third-party service providers to ensure organized and efficient passenger boarding at Union Station.
• Work closely with station staff to manage platform boarding queues and communicate special boarding requirements.
• Identify opportunities to improve operational processes, customer service, and responsiveness to business needs.
• Support on-time performance by proactively addressing operational deficiencies and implementing corrective actions.
• Maintain a visible presence during service hours; actively gather and log employee and customer feedback to monitor and enhance customer satisfaction.
• Remain available after hours to respond to irregular operations or escalated customer service issues.
• Provide clear guidance and direction to crew members regarding passenger volumes, special handling requirements, and equipment updates to ensure efficient operations and exceptional service delivery.
• Participate in Workplace Health and Safety Committees; collaborate with employees and departments to identify and mitigate hazards.
• Ensure compliance with all Provincial and Federal Occupational Health & Safety legislation.
• Participate in investigations related to workplace injuries, lost time incidents, or property damage.
• Enforce adherence to Health and Safety policies and procedures.
• Review and maintain emergency response plans; ensure preparedness for service disruptions, accidents, and other unexpected events to protect passengers and staff.
• Conduct emergency response rehearsals with employees and external partners, including third-party transportation and accommodation providers.
• Oversee the availability and condition of onboard safety equipment; coordinate with maintenance and supply teams for replenishment and ensure daily safety checks are completed and documented.
• Manage and monitor terminal agreements, ensuring all contractual obligations are met.
• Establish and maintain effective communication channels with station stakeholders to relay service updates, delays, or changes.
• Represent Ontario Northland at industry events and in the Toronto region as required.
• Liaise with Rail Mechanical teams to report and resolve equipment issues.
• Collaborate with Motor Coach Services and the Control Centre to coordinate boarding logistics, manage passenger volumes, and support supplemental services.
• Maintain a visible presence at Toronto motor coach locations (Union Station, 407 terminal and Yorkdale); assist with passenger flow and boarding processes as needed.

REQUIREMENTS

• College diploma in Business Administration or a related discipline
• Minimum 5 years of progressive leadership experience in the hospitality sector, ideally within a unionized environment
• Proven management experience in the transportation industry, with a strong understanding of operational logistics
• Bilingual in English and French (verbal) is an asset
• Direct experience in passenger transportation services
• Knowledge of Transport Canada regulations related to passenger rail operations
• At least 2 years of experience in emergency response planning and execution
• Exceptional customer service and stakeholder engagement skills
• Strong conflict resolution and de-escalation capabilities
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with POS and payment systems such as Moneris, Square, and Stripe
• Experience with travel booking platforms and reservation system management
• Working knowledge of financial reporting tools and payroll software is an asset
• CPR certification and Supervisor Health & Safety training are assets
• Demonstrated ability to build and maintain positive relationships with internal teams, partners, and external stakeholders
• Excellent verbal and written communication skills
• Must be committed to company health and safety

BACKGROUND INVESTIGATION

The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE

CLOSING DATE: September 14, 2026, no later than 11:59 p.m.

At Ontario Northland, we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation, please contact Human Resources.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.