Manager, Customer Experience

Reference Number : 980 

Status : Permanent - Full-time  

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

Number of positions to be filled : 1 

Application Deadline : 09/10/2025

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. 

The Manager, Employee Service Center (ESC) is responsible for the overall management and operational performance of VIA Rail’s Toronto ESC. This role ensures the efficient, safe, and timely execution of daily operations, including inventory control, equipment provisioning, service quality, and employee performance. The Manager serves as a key liaison between internal departments and external vendors, contributing to VIA Rail’s commitment to safety, customer satisfaction, and continuous improvement.

Responsibilites:

Operational Oversight

• Oversee daily operations of the ESC, ensuring delivery timelines and operational requirements are met;

• Ensure safe handling, provisioning, and distribution of train equipment and supplies;

• Manage on-time delivery of goods and services to meet train schedules;

• Act as a point of contact for internal and external stakeholders on matters impacting the ESC;

• Serve as Duty Officer on a rotational basis, supporting customer experience operations during off-hours.

Inventory, Procurement & Quality Control

• Monitor inventory levels and ensure accuracy through periodic audits;

• Validate invoices and control the quality and quantity of supplier deliveries;

• Coordinate with Procurement on contract execution and vendor evaluations;

• Develop strategies to reduce condemns, eliminate pilferage, and control waste.

Financial & Performance Management

• Control operational expenditures and explain monthly variances;

• Monitor financial performance and propose cost-saving initiatives;

• Set team targets and evaluate employee performance;

• Coach and support employees to meet or exceed goals;

• Ensure proper billing, documentation, and archiving in accordance with FPPA standards;

• Maintain accurate and timely reporting for audits and compliance checks.

Health, Safety & Compliance

• Ensure compliance with Health Canada standards and cleanliness regulations;

• Maintain adherence to Canada Labour Code and VIA’s internal safety requirements;

• Conduct investigations related to accidents, delays, or rule violations as per Collective Agreement No. 1;

• Participate in and support local Health and Safety Committee initiatives.

People Management & Training

• Identify staffing needs and regulatory training requirements;

• Oversee onboarding and ongoing training for employees;

• Promote a culture of safety, accountability, and continuous improvement.

Requirements

• Post-secondary education in Business Administration, Operations Management, or a related field;

• Equivalent combination of education and experience will be considered;

• Bilingualism (English and French) is essential – strong verbal and written communication skills in both official languages.

Competencies

• Proven experience in operations, logistics, or facility management;

• Experience supervising unionized staff;

• Strong understanding of inventory and settlement control systems;

• Familiarity with the Hazard Analysis Critical Control Point (HACCP) program;

• Working knowledge of the Canada Labour Code and Occupational Health and Safety standards;

• Knowledge of Collective Agreement No. 1 is an asset;

• Strong leadership and team coaching abilities;

• Excellent organizational, analytical, and problem-solving skills;

• Sound judgment and ability to make decisions under pressure;

• Effective communicator with strong interpersonal skills;

• Bilingualism (English and French): Very good oral communication in both languages and good written skills in French.

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!