Manager, Customer Experience

 Reference Number : 1325 

Status : Permanent - Full-time  

Annual Salary / Hourly Rate : 79 169 - 93 140

Number of positions to be filled : 1 

Application Deadline : 06/12/2026

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. 

The Montreal Customer Experience team is seeking a Manager, Customer Experience to lead and develop the onboard services team, ensuring the delivery of high-quality, customer-focused services that comply with safety standards.

In this role, you will be responsible for conducting safety audits, managing team performance, and overseeing boarding operations, ticket handling, baggage management, and supply processes, in order to effectively meet our customers’ expectations.

You will also be involved in managing emergency situations and ensuring that customer concerns are resolved quickly and professionally.

This position, with its varied responsibilities, will allow you to work closely with the Customer Experience team to ensure a safe and positive travel experience for our passengers.

As a front-line leader, you will contribute to a work environment based on healthy relationships, teamwork, and a strong commitment to the health, safety, and success of VIA Rail.

Responsibilities:

• Ensures compliance with regulations and policies by conducting regular onboard audits in the Corridor and implementing corrective measures as needed;
• Supervises onboard and station activities, ensuring adherence to service standards to guarantee a high-quality, safe, and on-time customer experience;
• Coaches employees and manages issues related to the Canada Labour Code, health and safety, and disabilities;
• Analyzes customer feedback and survey data to identify required improvements, proposes actions to optimize products and services, assesses risks, oversees safety standards, and identifies training needs;
• Manages crews efficiently according to established standards;
• Conducts investigations into incidents, accidents, injuries, and rule violations, makes recommendations, and proposes corrective actions;
• Leads and oversees projects, ensuring quality and alignment with objectives;
• Establishes and maintains strong relationships with stakeholders and coordinates training sessions for front-line staff to reinforce objectives, values, and new initiatives.

Requirements:

• Bachelor’s degree in management or a related field;
• Minimum of five years of experience in a supervisory role in a unionized environment;
• Excellent verbal and written communication skills (English and French);
• Proven expertise in customer service with strong knowledge of health and safety;
• Good understanding of the Canada Labour Code and human rights legislation;
• Knowledge of Unifor collective agreements and Part II of the Canada Labour Code (an asset);
• Proficiency in Microsoft Office Suite;
• Flexibility and availability to travel and work variable schedules, including weekends and holidays.

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!