Manager, Customer Experience

 Reference Number : 883 

Status : Permanent - Full-time  

Annual Salary / Hourly Rate : $79,169 - $97,797

Number of positions to be filled : 1 

Application Deadline : 06/22/2025

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility. 

Are you a passionate leader with a strong interest in team management, operations, collaboration, and customer service? Do you want to make a real impact on both employee and passenger experiences?

As Customer Experience Manager, you will play a key role in the daily operations of the station. Leading the front-line team, you will engage, coach, and develop your team members to ensure smooth operations and exceptional service at every touchpoint, across a wide range of customer-facing activities within the station environment.

Your leadership and interpersonal skills will inspire your team in a fast-paced and dynamic setting. Courageous and committed, you demonstrate sound judgment when responding to unexpected events, ensuring operational safety and punctuality.

Responsible for team supervision, workforce management, performance evaluations, and the coordination of station and platform activities, you are at the heart of the customer experience. Your proactive approach helps resolve on-the-ground issues and supports seamless departures.

Join us and take on a pivotal role in shaping the experience of thousands of travelers while enhancing the reputation of our station.

Responsibilities:

• Supervise the Customer Experience team and daily station operations in a motivating, respectful, and performance-driven environment
• Ensure compliance with collective agreements, the Canada Labour Code, and railway operating rules, including all aspects of health, safety, and regulatory compliance
• Promote a culture of prevention by implementing safety updates and ensuring adherence to safety standards
• Provide continuous coaching to employees to ensure strict application of policies, procedures, and service standards
• Conduct investigations in cases of non-compliance, recommend corrective measures, and ensure their implementation
• Assess team performance, provide constructive feedback, support professional development, and foster a culture of collaboration and excellence
• Handle customer feedback, identify areas for improvement, and proactively resolve issues related to the customer experience
• Manage disability cases and ensure thorough follow-up of individual situations
• Plan staffing based on operational needs to ensure optimal coverage
• Identify training needs and ensure compliance with both internal and external requirements, particularly in terms of safety
• Collaborate with internal teams and stakeholders to ensure consistency and quality of services provided
• Promote effective communication, employee engagement, and operational safety
• Respond promptly to unexpected events to maintain smooth operations and ensure the safety of all.

Requirements:

• Minimum of five years of experience in a supervisory role, preferably in a unionized work environment
• Experience managing the performance of a multidisciplinary unionized team, with a strong ability to provide constructive feedback
• Proven leadership, problem-solving, and decision-making skills
• Strong sense of diplomacy, discretion, professionalism, and sound judgment in building business relationships focused on clients, employees, and unions
• Excellent organizational skills and the ability to effectively manage multiple priorities in a constantly evolving environment
• Ability to work under pressure, meet deadlines, and demonstrate autonomy
• Excellent oral and written communication skills in both French and English
• Strong understanding of customer service principles and occupational health and safety training
• Solid knowledge of the Canada Labour Code and human rights legislation, supported by practical experience
• Proficiency in computer tools, particularly the Microsoft Office Suite
• Availability to work a flexible schedule, including evening shifts, weekends, and statutory holidays
• High level of flexibility and willingness to travel to various stations based on operational needs
• Knowledge of the Unifor 1 collective agreement is considered an asset.

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!