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