Senior Manager, Transit Experience

Summit Search Group; Mississauga; On-site; CAD 110,000 - 150,000; Full time

Job summary

Summit Search Group is recruiting for a Senior Manager of Transit Experience in Mississauga, ON. The role leads MiWay Transit’s customer experience, data systems, funding program development, and training initiatives, guiding a large, multi-disciplinary team across four core lines.

The position requires a Bachelor’s degree and a minimum of 10 years in management, with strong leadership, communication, and strategic thinking to drive customer satisfaction and ridership growth in a unionized

Qualifications

• Bachelor’s degree in human resources, marketing, business administration, or a related field.
• Minimum of 10 years of experience in a management role, leading teams and delivering results.
• Experience in a unionized environment would be an asset.
• Excellent communication and interpersonal skills.

Responsibilities

• Develop and implement strategic plans and Transit Experience initiatives to achieve MiWay’s goals to enhance customer satisfaction and increase transit ridership.
• Lead, mentor, and develop a high-performing multi-disciplinary team across four core lines of Transit business.
• Represent MiWay with Metrolinx for major projects and coordinate on strategic planning and negotiations.
• Draft and deliver reports and presentations to the City’s senior leaders and Council committees.
• Coordinate with the Rapid Transit Project Office on infrastructure and capital plans.

Skills

Leadership

Communication

Strategic thinking

Emotional intelligence

Problem-solving

Education

Bachelor's degree in human resources, marketing, business administration, or a related field

Job description

As Canada's sixth largest city, Mississauga is home to 741,000 residents and more than 54,000 businesses, including more than 60 Fortune 500 companies with Canadian head offices or major divisional head offices. A diverse, progressive and award-winning municipality located on the shores of Lake Ontario in the heart of the Greater Toronto Area, Mississauga is "Leading Today for Tomorrow" by focusing on delivering services, implementing its Strategic Plan, delivering value for money and maintaining infrastructure.

Make your move to the City of Mississauga and come be part of something BIG!

Mandate:

The Senior Manager of Transit Experience knows that well-trained, engaged employees shape the customer experience on the road. Reporting to the Director and General Manager of Transit, the Senior Manager is responsible for developing and implementing a service-focused customer support strategy within MiWay Transit and providing senior-level leadership and oversight to a large multidisciplinary team.

Transit Experience is the holistic section within MiWay Transit that focuses on both internal and external transit customers. The Senior Manager of Transit Experience provides strategic leadership for the following core Transit areas:

• Customer Experience
• Business Systems & Data
• Transit Fare Revenue & Funding Program Development
• Transit Training & Professional Development

Duties & Responsibilities:

• Develop and implement strategic plans and Transit Experience initiatives to achieve MiWay’s goals to enhance customer satisfaction and increase transit ridership while growing the MiWay brand within the community.
• Implement and monitor divisional activities as they pertain to Transit Experience, including performance reporting policies and metrics, systems and procedures.
• Lead, mentor, and develop a high-performing multi-disciplinary team across four core lines of Transit business, providing staff with guidance, support, and professional development opportunities.
• Work collaboratively with other leaders and stakeholders to direct work in accordance with collective agreements and to foster positive union relations.
• Act as an Operational lead in partnership with Human Resources on collective bargaining and contract negotiations with ATU 1572, UFCW 175.
• Represent MiWay at internal and external meetings, public events, training sessions, on committees, and/or other related events. May include interactions with media on sensitive customer matters.
• Draft and deliver reports and presentations to the City’s senior leaders and members of Council, including committees.
• Responsible for ensuring capital and operating budgets are adhered to and participate in quarterly budget reviews and budget preparation activities.
• Coordinate with the Rapid Transit Project Office on overarching transit infrastructure and capital plans.
• Develop a strategic approach to transit software, hardware and applications to ensure business continuity and improve operational effectiveness
• Conduct regular assessments to ensure effective use of resources and alignment with industry best practices.
• Provide direction on regulatory training for technical staff, with particular emphasis on fleet maintenance and operations personnel with an upmost regard for safety.
• Represent MiWay with Metrolinx for major projects, including LRT, fare service integration and PRESTO fare payment in negotiations and strategic planning activities.

Qualifications & Experience:

• Bachelor’s degree in human resources, marketing, business administration, or a related field.
• Minimum of 10 years of experience in a management role, with a proven track record of success in leading teams and delivering results.
• Strong leadership and management skills, with the ability to inspire and motivate others.
• Demonstrated effective and collaborative leadership experience in a unionized environment would be an asset.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence at all levels of the organization.
• High emotional intelligence, with the ability to navigate complex interpersonal dynamics and resolve conflicts effectively
• Strong strategic thinking and problem-solving abilities, with the capacity to think critically and make sound decisions under pressure.
• Innovative mindset, with the ability to identify opportunities for growth and improvement.
• Knowledge of customer experience metrics and adult learning principles and curriculum design.
• In-depth knowledge of municipal governance, industry trends, best practices, and regulatory requirements.
• Thorough knowledge of federal, provincial and municipal regulations and standards related to transit services (i.e. Occupational Health and Safety Act, Highway Traffic Act, Accessibility for Ontarians with Disabilities Act.)
• Experience in the transit or transportation sector is highly desirable and experience in the public sector would be considered an asset.

AI Disclosure:

AI will not be used in the recruitment process.

Vacancy Disclosure:

This position is a newly created role.

Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.