POSITION Manager Northlander Operations REPORTS TO Senior Manager, Northlander and Service Excellence DEPARTMENT Passenger Services LOCATION Greater Toronto Area REFERENCE SALARY $112,788 to $132,704 WHO WE ARE Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services. ACCOUNTABILITY STATEMENT The Manager, Northlander Operations is accountable for overseeing the delivery of Northlander services, ensuring seamless coordination among internal teams, third-party partners, and key stakeholders. This role plays a critical part in enhancing operational efficiency, supporting motor coach integration, and delivering a safe, reliable, and customer-focused travel experience for all passengers. MAJOR DUTIES/ RESPONSIBILITIES Work closely with the Sr. Manager of Northlander and Service Excellence to ensure an exceptional customer experience Foster a team-oriented, customer-focused culture rooted in true Northern hospitality. Coordinate with third-party service providers to ensure organized and efficient passenger boarding at Union Station.



Work closely with station staff to manage platform boarding queues and communicate special boarding requirements. Identify opportunities to improve operational processes, customer service, and responsiveness to business needs. Support on-time performance by proactively addressing operational deficiencies and implementing corrective actions. Maintain a visible presence during service hours; actively gather and logemployee and customer feedback to monitor and enhance customer satisfaction. Remain available after hours to respond to irregular operations or escalated customer service issues. Provide clear guidance and direction to crew members regarding passenger volumes, special handling requirements, and equipment updates to ensure efficient operations and exceptional service delivery. Participate in Workplace Health and Safety Committees; collaborate with employees and departments to identify and mitigate hazards. Ensure compliance with all Provincial and Federal Occupational Health & Safety legislation. Participate in investigations related to workplace injuries, lost time incidents, or property damage. Enforce adherence to Health and Safety policies and procedures. Review and maintain emergency response plans; ensure preparedness forservice disruptions, accidents, and other unexpected events to protect passengers and staff. Conduct emergency response rehearsals with employees and external partners,



including third-party transportation and accommodation providers. Oversee the availability and condition of onboard safety equipment; coordinate with maintenance and supply teams for replenishment and ensure daily safety checks are completed and documented. Manage and monitor terminal agreements, ensuring all contractual obligations are met. Establish and maintain effective communication channels with station stakeholders to relay service updates, delays, or changes. Represent Ontario Northland at industry events and in the Toronto region as required. Liaise with Rail Mechanical teams to report and resolve equipment issues. Collaborate with Motor Coach Services and the Control Centre to coordinate boarding logistics, manage passenger volumes, and support supplemental services. Maintain a visible presence at Toronto motor coach locations (Union Station, 407 terminal and Yorkdale); assist with passenger flow and boarding processes as needed. REQUIREMENTS College diploma in Business Administration or a related discipline Minimum 5 years of progressive leadership experience in the hospitality sector, ideally within a unionized environment Proven management experience in the transportation industry, with a strong understanding of operational logistics Bilingual in English and French (verbal) is an asset Direct experience in passenger transportation services Knowledge of Transport Canada regulations related to passenger rail operations At least 2 years of experience in emergency response planning and execution Exceptional customer service and stakeholder engagement skills Strong conflict resolution and de-escalation capabilities Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Familiarity with POS and

📌 Manager Northlander Operations (Toronto)
🏢 Ontario Northland
📍 Toronto