Manager, Customer Experience

 Reference Number : 844 

Status : Permanent - Full-time  

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

Number of positions to be filled : 1 

Application Deadline : 06/08/2025

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. 

As Manager, Customer Experience you will manage, supervise, coach and develop all on-train services employees in the performance of a broad range of customer activities related to regulatory safety requirements (evaluating employee performance and conducting regulator audits), on train service delivery including boarding management, ticketing, baggage, provisioning of trains in response to customer needs, handling emergency response and customer issues. The scope of work activities varies and occurs over a changing geographic area while interfacing directly with customers and employees.

Responsibilities: 

• Rides trains in the Corridor to monitor service standards, supervises on-train and station activities to ensure quality customer service is delivered consistently day-to-day and operating requirements are performed in a safe, timely and responsive manner;
• Controls and monitors staffing level and expenditures and provides variance explanations. Monitors monthly financial performance and identifies initiatives to improve performance. Performs regular periodic audits and takes corrective actions where required. Participates in the selection process for Customer Experience employee recruitment;
• Ensures that all Federal, Provincial and safety regulations are adhered to, and revised, as required. Monitors compliance through inspections and audits, and provides ongoing coaching to employees. Addresses issues related to the Canada Labor Code, Health and Safety, disability files and internal complaint process. Identifies safety training needs and provides coaching and supervision on compliance to internal and external safety requirements. Identifies and assesses safety hazards;
• Investigates customer feedback and survey results to identify opportunities for improvement and corrects deficiencies in products and services. Conducts investigations in accordance with corporate policy and terms of the Collective Agreements regarding accidents, personal injuries, operating rule violations, train delays and other irregularities, recommending and implementing corrective action required;
• Manages projects and monitors outcome for quality and alignment with stated project objectives. Establishes and maintains relationships with project participants, sponsors and subject matter experts. Performs/coordinates training sessions with the front-line to deliver company goals, values and any new initiatives;
• Participates in the Central Region Duty Officer Rotation schedule. May be required to attend the scene of derailments, accidents and incidents, coordinating all VIA Rail activities to minimize the impact on customers and employees.

Requirements:

• University degree in management or other related field of study or minimum of five years' experience in a supervisory role in a customer service environment, preferably in a unionized environment;
• Bilingualism (English-French) is essential - Strong verbal and written communication in both official languages;
• Solid customer services skills and in-depth knowledge of health and safety training.  Strong knowledge of the Canada Labour Code and Human Rights Legislation;
• Knowledge of Unifor collective agreements and Canadian Labour Code Part II is an asset;
• Proficient with MS Office Suite;
• Flexibility and availability to travel and work shifts, including weekends and holidays;
• University degree in management or other related field of study or minimum of five years' experience in a supervisory role in a customer service environment, preferably in a unionized environment;
• Bilingualism (English-French) is essential - Strong verbal and written communication in both official languages;
• Solid customer services skills and in-depth knowledge of health and safety training.  Strong knowledge of the Canada Labour Code and Human Rights Legislation;
• Knowledge of Unifor collective agreements and Canadian Labour Code Part II is an asset;
• Proficient with MS Office Suite;
• Flexibility and availability to travel and work shifts, 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!