Senior Customer Communications Specialist (11418)

Toronto Transit Commission (TTC); Ontario; Hybrid; CAD 96,000 - 121,000; Full time

Job summary

The Toronto Transit Commission is hiring a Senior Customer Communications Specialist to create and implement strategic communication plans that align with company goals. The role involves advising leadership and managing communication across multiple platforms, emphasizing diversity and inclusion.

Benefits

TTC defined pension plan

Comprehensive health, dental, and vision coverage

Professional development opportunities

Flexible hybrid work approach

Qualifications

• Skilled writer with strong strategic judgment.
• Extensive related work experience preferred.
• Knowledge in accessibility requirements.

Responsibilities

• Develop and implement communications strategies for TTC initiatives.
• Advise on crisis communications and customer-focused messaging.
• Oversee content production for various communications channels.

Skills

Strategic planning

Writing

Editing

Presentation

Analytical skills

Education

University degree or college diploma in a related discipline

Tools

Microsoft Office products

Publication software

Job description

JOB INFORMATION

Requisition ID: 11418

Number of Vacancies: 1

Department: Marketing and Customer Experience - Customer Communications

Salary Information: $ 96,460.00 - $ 120,611.40

Pay Scale Group: 09SA

Employment Type: Regular - Hybrid

Weekly Hours: 35 Off Days: Saturday and Sunday Shift:

Posted On: June 11, 2025

Last Day to Apply: June 25, 2025

Reports to: Manager, Customer Communications

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

The full Plan can be viewed on ttc.ca.

Career Opportunity

If you are a skilled writer, possess strong strategic judgment and thinking, have a passion for communications, and a strong interest in helping to inform and educate diverse audiences, we have an exciting opportunity for you! We are currently looking to hire a Senior Customer Communications Specialist to join our Customer Communications team.

What You Will Do

As the Senior Customer Communications Specialist, you will play a key role in developing and implementing proactive and effective integrated communications strategies to support major TTC initiatives, strategic priorities, activities, and objectives. This role involves providing strategic communications advice to various departments across the organization including TTC’s Corporate Communications team and to senior leadership, ensuring alignment with the TTC Corporate Plan and other organizational goals. You will act as a key advisor during unanticipated incidents, service disruptions, and crisis communications, ensuring timely, accurate, and customer-focused messaging across all external-facing channels.

Specifically, the Senior Customer Communications Specialist will develop and implement effective communications plans and strategies, including overseeing the management and execution of high-impact and sensitive communications projects. You will provide leadership in communication plans, offering consultative advice and guidance to management staff regarding customer communication functions and policy development.

This role involves overseeing the planning, writing, and production of communications products in both print and online formats. You will manage, coordinate, and schedule content requests for platform video screens (PVS) and system information screens (SIS). Additionally, you will participate in measuring the effectiveness of communication channels and develop recommendations for improvements.

In addition to strategy development, you will research and write a variety of communications materials, including creative briefs, ad copy for in-house and agency-led campaigns, briefing notes, frequently asked questions documents, newsletter content, audiovisual material, website, and social media content. All produced materials will reflect a strong customer focus, incorporating principles of diversity, equity, inclusion, and accessibility.

You will collaborate with the Manager, Customer Communications, and other teams to develop strategies and work plans that align with corporate objectives and budgets, while tracking approved budget spending for communications projects. General duties include staying updated on industry trends, contributing to annual budget recommendations, monitoring expenditures, participating in meetings, responding to external information requests, act as staff liaison for the Advisory Committee on Accessible Transit (ACAT) Communications Subcommittee, and ensuring respectful treatment and accommodation of customers and employees with disabilities and accessibility needs.

You will demonstrate behaviors that support and help promote diversity, equity, anti-racism, inclusion and a respectful work and service environment that is free from discrimination and harassment. You will help to remove barriers and accommodate employees and customers (within their areas of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.

Participate in the TTC Customer Service Ambassador Program.

What Qualifications Do You Bring ?

• Exceptional strategic planning, research, writing, editing, and presentation skills.
• Completion of a university degree and/or college diploma in a related discipline, combined with extensive related work experience; or a combination of education, training and experience deemed to be equivalent and will contribute to success in this role.
• In-depth knowledge or demonstrated abilities in developing and executing communications strategies and tactics that reach a diverse audience.
• Well-developed technical skills in Microsoft Office products, combined with applied knowledge of publication/production/presentation software and new technologies, and digital communications.
• Must possess sound judgment, sensitivity, and discretion; strong communication, interpersonal, and facilitation skills, and the ability to establish effective work relationships with internal and external stakeholders and colleagues.
• Excellent planning and organizational skills to manage multiple projects and priorities in a timely manner and adapt to changing situations.
• Experience mentoring a team, and achieving excellent results, in addition to being a team player.
• Strategic and creative thinking, political sensitivity, and the ability to motivate and coordinate the efforts of others to accomplish objectives.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements for passengers and employees, as well as a working knowledge of human rights legislation and corporate policies, such as the Occupational Health and Safety Act and applicable TTC policies, including Respect and Dignity and Workplace Violence.

What Skills Do You Bring ?

• Plan and organize activities / projects to meet section and organizational goals
• Communicate in a variety of mediums
• Create and deliver presentations in various formats
• Use office technology, software and applications
• Provide specialized consultation
• Apply analytical skills

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of workingremotely and purpose-driven in-person collaboration opportunities.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at [phone]. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.