Real-Time Transit Communications 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 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.