As Canada's sixth largest city, Mississauga is home to 741,000 residents and more than 54,000 businesses, including more than 60 Fortune 500 companies with Canadian head offices or major divisional head offices.

The Senior

Manager of Transit Experience knows that well-trained, engaged employees shape the customer experience on the road. Reporting to the Director and General Manager of Transit, the Senior Manager is responsible for developing and implementing a service-focused customer support strategy within MiWay Transit and providing senior-level leadership and oversight to a large multidisciplinary team.

Transit

Experience is the holistic section within MiWay Transit that focuses on both internal and external transit customers.

The Senior

Manager of Transit Experience provides strategic leadership for the following core Transit areas: Customer Experience Business Systems & Data Transit Training & Professional Development Develop and implement strategic plans and Transit Experience initiatives to achieve MiWay’s goals to enhance customer satisfaction and increase transit ridership while growing the MiWay brand within the community. Implement and monitor divisional activities as they pertain to Transit Experience, including performance reporting policies and metrics, systems and procedures. Lead, mentor, and develop a high-performing multi-disciplinary team across four core lines of Transit business, providing staff with guidance, support, and professional development opportunities.

Act as an Operational lead in partnership with Human Resources on collective bargaining and contract negotiations with ATU 1572, UFCW 175.

Represent

MiWay at internal and external meetings, public events, training sessions, on committees, and/or other related events. May include interactions with media on sensitive customer matters.



Draft and deliver reports and presentations to the City’s senior leaders and members of Council, including committees.

Coordinate with the Rapid Transit Project Office on overarching transit infrastructure and capital plans. Develop a strategic approach to transit software, hardware and applications to ensure business continuity and improve operational effectiveness Provide direction on regulatory training for technical staff, with particular emphasis on fleet maintenance and operations personnel with an upmost regard for safety.

Represent

MiWay with Metrolinx for major projects, including LRT, fare service integration and PRESTO fare payment in negotiations and strategic planning activities. Bachelor’s degree in human resources, marketing, business administration, or a related field. Minimum of 10 years of experience in a management role, with a proven track record of success in leading teams and delivering results.

Strong leadership and management skills, with the ability to inspire and motivate others. Demonstrated effective and collaborative leadership experience in a unionized workplace would be an asset. High emotional intelligence, with the ability to navigate complex interpersonal dynamics and resolve conflicts effectively Knowledge of customer experience metrics and adult learning principles and curriculum design.

In-depth knowledge of municipal governance, industry trends, best practices, and regulatory requirements. Thorough knowledge of federal, provincial and municipal regulations and standards related to transit services (i.e.

Occupational

Health and Safety Act, Highway Traffic Act, Accessibility for Ontarians with Disabilities Act.) Experience in the transit or transportation sector is highly desirable and experience in the public sector would be considered an asset. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. #

📌 UN RESPONSABLE DU SERVICE SENIORS (H/F) (Mississauga)
🏢 Summit Search Group
📍 Mississauga