Manager, NOC Customer Communications

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 Customer Communication Office is seeking a Manager, NOC Customer Communications responsible for providing leadership and managing Customer Communications initiatives across all Three brands, ensuring alignment with Metrolinx’s highest standards of operational excellence and customer experience. Employing a metrics-driven approach and strong partner-relationship skills, this role will ensure that Customer Communications contributes to customer loyalty and satisfaction.

What will I be doing?

• Manages the day-to-day activities associated with customer communications, including responsibility for the operation and effective functioning of all communication channels (e.g., digital channels, multiple Websites, electronic signage, social media, public address announcements, subscription email and SMS, etc.)

• Leads and manages the deployment of governance, content management, bilingual functionality, and optimization principles and standards; ensures consistent messaging through all communications vehicles.

• On a 7/24-hour basis, manages and ensures the critical and timely dissemination of accurate service status information through all customer communication channels.

• Responsible for defining the customer communications strategy and ensuring it is implemented across all brands.

• Project manages several improvements initiated to ensure that service delivery is meeting the Metrolinx service excellence standards.

• Works with staff at all levels to exchange information, coordinate efforts, and resolve communication issues.

• Collaborates with other outreach/stakeholder relations functions across Metrolinx to ensure alignment between communications activities and other ongoing initiatives.

• Creates a culture of continuous improvement to ensure high quality service standards and timely delivery are achieved. Ensures projects and initiatives are delivered on time and within budget.

• Develops service levels, setting performance targets and measures, and regular reporting protocols to monitor customer communication channels.

• Creates a working environment that is aligned with the organization’s desire to be “an employer of choice”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.

• Manages staff in the difficult 7/24 environment ensuring the high-pressured Network Command Centre (NOC) staff are always available and on-point whenever a service issue occurs on any of our bus or rail lines. Must closely work with the other NOC staff during highly charged difficult situations on almost a daily basis.

What Skills and Qualifications Do I Need?

• Completion of a degree in communications, business, customer service or a related discipline – or a combination of education, training and experience deemed equivalent.

• Demonstrate years of experience in developing and implementing customer communications, using digital channels in a transit environment.

• Demonstrate years of experience in managing people and leading teams.

• Knowledge of Human Resources legislation (e.g., Employment Standards Act, Occupational Health and Safety Act, etc.) and leadership and management skills to monitor and manage employees and contractors, including experience in the application of collective agreement provisions.

• Advanced knowledge of the principles, theories, concepts, practices, and techniques of communications planning to lead the development of communications strategies/plan and customer communication programs.

• Knowledge of communication channels to monitor and evaluate content management, bilingual functionality, and optimization principles and standards.

• Experience with vendor management to manage development and delivery of externally provided products and services and monitor contractor work assignments for adherence to timelines and the achievement of performance objectives outlined in the Agreement terms and conditions.

• Project management methods and best practices to plan and manage the implementation of communications plans.

• Relationship management skills to develop collaborative internal relationships that facilitate customer communication objectives.

• Interpersonal and oral/written/presentation communication skills to manage the delivery of external communication programs and products.

• Proficiency in MS Office (e.g., Outlook, Word, Excel, PowerPoint, etc.)

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 hr.recruitment@metrolinx.com.
Application Process: All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
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.