Operational Communication Coordinator

MX Career Site; Oakville, Toronto; On-site; CAD 30,000 - 43,000; Full time

Job summary

Metrolinx is seeking an Operational Communication Coordinator to keep GO Transit and UP Express customers informed through timely service updates across all channels. You will monitor operations, craft clear messages, and coordinate with NOC teams and partners to meet service standards.

24/7 role at the Oakville NOC with weekend/overnight shifts. The ideal candidate has strong written skills, experience in fast-paced transit contexts, and proficiency with Microsoft Office.

Qualifications

• High School Diploma required; post-secondary education in Business Administration, Customer Service, Contact Centre Operations, or a related field is considered an asset.
• Demonstrated experience in customer service, contact centre operations, transit operations, or a similar fast-paced operational environment.
• Exceptional written communication skills, including a minimum typing speed of 60 words per minute, with the ability to produce accurate and professional customer-facing communications.
• Strong verbal and written communication skills with the ability to respond to inquiries clearly, efficiently, and accurately.
• Proven commitment to customer service excellence, with the ability to assess customer needs, exercise sound judgment, and provide effective solutions.
• Demonstrated ability to interpret real-time operational information and translate complex service impacts into clear, concise, and customer-friendly messaging.
• Strong coordination and collaboration skills, with the ability to work effectively across operational and cross-functional teams.
• Assets Include: Fluency in French, meeting Ontario Public Service bilingual proficiency standards.
• Knowledge of transit operations, service delivery, and incident management within a public transportation environment.

Responsibilities

• Monitor GO Transit/UP Express rail and bus operations, identifying service impacts and customer implications in real time.
• Develop and distribute timely, accurate customer communications across multiple channels, including On-The-GO alerts, website, station signage, social media, public announcements, and internal platforms.
• Communicate service disruptions, delays, and recovery plans clearly to customers, frontline staff, and internal stakeholders.
• Coordinate and implement customer communication plans in collaboration with Network Operations Control (NOC) teams and external partners to meet established service standards and KPIs.
• Monitor operational systems, communication platforms, radios, and cameras to support effective customer information management.
• Manage customer messaging during service recovery and major disruptions, ensuring accurate and consistent information is delivered across all channels.
• Program and maintain automated public address systems and communication tools at Union Station and across the transit network.
• Support customer experience initiatives, including trip planning, passenger assistance requests, lost and found inquiries, and customer escalations.
• Assist with onboarding, training, knowledge sharing, and process improvement activities, including shadowing opportunities and procedural support for new employees.
• Analyze service issues and trends, maintain knowledge of policies and procedures, support after-hours customer communications, and perform additional duties as assigned.

Education

High School Diploma

Tools

Microsoft Office

Job description

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.

Our Operational Communication Coordinator keeps customers informed across the GO Transit and UP Express networks by providing timely, accurate, and customer-friendly service updates. The Coordinator communicates planned and unplanned service changes and disruptions through various channels, helping customers stay informed throughout their journey.

Shift Details

Location: NOC Oakville (primary); Occasional travel to Union Station Bus Terminal (USBT)
Shift Hours: Various
Start Rate (Non-negotiable): $26.49 per hour

What will I be doing?

• Monitor GO Transit/UP Express rail and bus operations, identifying service impacts and customer implications in real time.
• Develop and distribute timely, accurate customer communications across multiple channels, including On-The-GO alerts, website, station signage, social media, public announcements, and internal platforms.
• Communicate service disruptions, delays, and recovery plans clearly to customers, frontline staff, and internal stakeholders.
• Coordinate and implement customer communication plans in collaboration with Network Operations Control (NOC) teams and external partners to meet established service standards and KPIs.
• Monitor operational systems, communication platforms, radios, and cameras to support effective customer information management.
• Manage customer messaging during service recovery and major disruptions, ensuring accurate and consistent information is delivered across all channels.
• Program and maintain automated public address systems and communication tools at Union Station and across the transit network.
• Support customer experience initiatives, including trip planning, passenger assistance requests, lost and found inquiries, and customer escalations.
• Assist with onboarding, training, knowledge sharing, and process improvement activities, including shadowing opportunities and procedural support for new employees.
• Analyze service issues and trends, maintain knowledge of policies and procedures, support after-hours customer communications, and perform additional duties as assigned.

What Skills and Qualifications Do I Need?

• High School Diploma required; post-secondary education in Business Administration, Customer Service, Contact Centre Operations, or a related field is considered an asset.
• Demonstrated experience in customer service, contact centre operations, transit operations, or a similar fast-paced operational environment.
• Exceptional written communication skills, including a minimum typing speed of 60 words per minute, with the ability to produce accurate and professional customer-facing communications.
• Strong verbal and written communication skills with the ability to respond to inquiries clearly, efficiently, and accurately.
• Proven commitment to customer service excellence, with the ability to assess customer needs, exercise sound judgment, and provide effective solutions.
• Demonstrated ability to interpret real-time operational information and translate complex service impacts into clear, concise, and customer-friendly messaging.
• Strong coordination and collaboration skills, with the ability to work effectively across operational and cross-functional teams.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience using multiple computer applications, digital communication platforms, and technology tools.
• Excellent organizational, prioritization, time management, and multitasking skills, with the ability to work independently and perform effectively under pressure.
• Strong problem-solving, conflict resolution, and de-escalation skills, supported by a solid understanding of customer service best practices; experience in the transit industry is considered an asset.
• Assets Include:
• Fluency in French, meeting Ontario Public Service (OPS) bilingual proficiency standards.
• Knowledge of transit operations, service delivery, and incident management within a public transportation environment.

This is a 24/7-hour operational role, and the successful candidate(s) will be expected to work shift hours, which may include weekend, and or overnight shifts located at the NOC in Oakville.

Accommodation:

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [e-mail].

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.