Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you

The Customer Protective Services Division is seeking a Director, Customer Protection Operations to provide strategic leadership, oversight, and management of Customer Protection Operations across the regional transit network. The Director is accountable for the delivery of customer protection, safety, security, revenue protection, by-law enforcement, customer service, special events, emergency response, and critical incident management through a large, geographically dispersed workforce.

Reporting to the Vice President, Customer Protective Services, the Director is responsible for building and sustaining an inclusive, high-performing, and safety-focused culture for employees, customers, and the public. The Director also serves as a key organizational leader responsible for ensuring compliance with legislative and regulatory requirements governing the Special Constable program, including supporting Metrolinx's obligations as an approved Special Constable Employer under the Community Safety and Policing Act.



The role is responsible for leading operations across designated regions of the network and advancing corporate objectives related to safety, customer experience, operational excellence, and public confidence.

What will I be doing?

- Lead Customer Protection Operations across the GO Transit and UP Express network, ensuring the delivery of safety, security, revenue protection, by-law enforcement, customer service, and public safety activities across stations, terminals, grade crossings, and other transit assets.
- Develop and implement operational strategies, service delivery models, and deployment plans that support business objectives, optimize resource allocation, enhance visibility, and improve customer and employee safety across the regional transit system.
- Provide leadership and oversight of the Customer Protection Officer and Special Constable programs, ensuring operational excellence, qualified standards, workforce readiness, and alignment with corporate priorities.
- Ensure Metrolinx meets its obligations as an approved Special Constable Employer under the Community Safety and Policing Act, including accountability for program governance, compliance, appointments, training, conduct management, inspections, reporting, policies, and oversight requirements.
- Lead operational readiness, emergency response, critical incident management, and business continuity activities,



ensuring effective response to service disruptions, special events, emergencies, and major incidents.
- Establish operational performance measures, risk management frameworks, and continuous improvement initiatives that strengthen organizational effectiveness, support a positive safety culture, and deliver measurable business outcomes.
- Build and maintain strategic relationships with the Ministry of the Solicitor General, Inspector General of Policing, Ontario Provincial Police, municipal police services, Transport Canada, municipalities, emergency services, and other public safety partners.
- Direct the development and implementation of operational policies, procedures, training programs, public engagement initiatives, and specialized services, including K9 operations, customer outreach, and de-escalation programs.
- Lead, develop, and support a large, geographically dispersed team of unionized and non-unionized employees, fostering an inclusive, accountable, customer-focused, and high-performing culture.
- Provide stewardship of departmental budgets, workforce plans, capital and operating resources, and strategic initiatives to ensure the effective delivery of services and achievement of long-term organizational goals.

What Skills and Qualifications Do I Need?

- Completion of a degree in Business Administration, Criminology, Legal Studies, Law Psychology or similar – or a combination of education, training and experience deemed equivalent. Masters would be an asset.
- Demonstrated progressive experience leading operations and crisis incident management, large crowd management strategies preferably in a leading transportation/transit sector.
- Extensive leaders

📌 Director, Customer Protection (Canada)
🏢 MX Career Site
📍 Canada