Lead customer protection operations across the Greater Toronto Area, using crisis management and frontline leadership in rotating shifts. Guide services supporting GO Transit and UP Express passengers.

Metrolinx seeks a Manager, Customer Protection to oversee Customer Protection Services operations and customer service delivery. Acting as Duty Manager, you will provide operational advice across a 24/7/365 network. The work covers revenue protection, bylaw enforcement, safety patrols, fare inspections, and emergency response.

Key Responsibilities:

- Oversee rotating Customer Protection Operations teams across transit lines
- Execute customer and revenue protection strategies for GO Transit and UP Express
- Provide onsite leadership to Officers and Station Safety Ambassadors
- Manage service disruptions, emergencies,



and incident responses
- Direct fare inspection, enforcement, and customer service programs

Requirements:

- Degree or equivalent education, training, and experience
- Progressive operational planning, crisis management, and supervisory experience
- Leadership experience motivating teams and setting explicit expectations
- Experience with unionized employees and collective agreement application
- Valid Ontario Class G licence and required security clearances

Apply customer protection leadership, crisis management, and operational planning expertise across Metrolinx’s regional transit system.

📌 Customer Protection Operations Manager (Toronto)
🏢 MX Career Site
📍 Toronto