Lead customer protection operations at Metrolinx across the Greater Toronto Area, using crisis management and frontline leadership on rotating shifts.

As Manager, Customer Protection, you oversee 24/7/365 services for GO Transit and UP Express. You manage Customer Protection Officers and Station Safety Ambassadors while coordinating revenue protection, bylaw enforcement, and customer service. The position provides operational oversight across rail stations, bus terminals, trains, property, and grade crossings. You also manage disruptions and emergencies, support strategies, and maintain relationships with policing and transit agencies. Work is cooperative and includes in-person partnership across the organization.

Key Responsibilities:

- Oversee Customer Protection Operations teams across Regional Transit System lines
- Execute customer and revenue protection strategies for GO Transit and UP Express




- Provide active onsite leadership to officers and Station Safety Ambassadors
- Coordinate assignments for large crowd events and operational activities
- Manage service disruptions, emergencies, fare inspection, and enforcement programs

Requirements:

- Degree in business, law, psychology, security, or related discipline
- Progressive operational planning, crisis management, and supervisory experience
- Leadership experience with unionized employees and collective agreements
- Knowledge of safety legislation, transit bylaws, and revenue protection
- Valid Ontario Class G licence and required security clearances

Bring operational leadership, crisis management, and customer protection expertise to Metrolinx’s GTA transit network.

📌 Customer Protection Operations Manager (Toronto)
🏢 Metrolinx
📍 Toronto