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Metrolinx

Manager, Customer Protection

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

Pay: $110,854 to $153,872 USD / year
Job type: Full-time
Apply by: Oct 23, 2026
Posting language: English
Posted: Sep 23, 2026

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Original job description

Job Description

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.

The Customer Protection Services division is seeking a Manager, Customer Protection that will manage and provide oversight customer protection officer services (CPS) operations program and delivery of customer service. It will act as the Duty Manager to ensure oversite of the complex operation of the 24/7/365 Customer Protection Services, providing operational advice and oversight to events occurring across the network. The Manager will support the services operations program to protect the security of passengers, employees, equipment, and corporate assets, and coordinates customer service initiatives through safety patrols and fare inspections that provide a presence on trains, property, station, bus loops, and grade crossing.

This role is an in‑office position based at our downtown location. Our team is highly collaborative, and much of our work benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization.

What will I be doing?

CPS Managers work rotating shifts that operate 7 days a week over 24-hour periods. They will oversee teams of Customer Protection Operations, as a rotating Manager across different lines within the Regional Transit System.
Executes the enterprise customer protection and revenue protection strategy for GO Transit and UP Express within their defined area, including rail stations, bus terminals, and grade crossings; ensuring delivery of revenue protection, bylaw enforcement, and customer service in a manner that aligns with corporate standards, policies, and procedures and monitors compliance.
Manage Customer Protection Team members including Customer Protection Officers, and Station Safety Ambassadors, within their Team and provides active onsite leadership.
Supports the development of action plans, targeted assignments and coordinating supporting management activities in collaboration with the NOC, Service Deign, Stations, Rail Services, staff assignments associated with large crowd special events, such as concerts, sporting competitions, festivals and exhibitions.
Creates and maintains collaborative relationships with external stakeholders, including regional policing agencies, regional transit agencies, Transport Canada, Municipalities, and Ministries. Support RPO with development of RP strategy.
Responsible for managing service disruption and emergencies to ensure effective responses to incident and emergencies.
In collaboration with other CPS leadership, lead the advancement of customer protection through the implementation of strategies, training, and policies to attain the department’s vision and in alignment with the MX vision.
Manage and provide direction for fare inspection, enforcement and customer service strategies and programs.

What Skills and Qualifications Do I Need?

Completion of a degree in Business Administration, Legal Studies Law, Psychology, Security or a related discipline – or a combination of education, training and experience deemed equivalent.
Demonstrated years of progressive experience/training in leading delivery operational planning and crisis management with supervisor experience
Leadership skills to motivate a team and set high standards and clear expectations
Experience working with unionized employees as well as collective agreements interpretation and application.
Knowledge of safety related legislation and the by-laws of the Greater Toronto Transit Authority
Experience in the areas of time management, report writing, problem solving, strategic planning, project management and communications
Knowledge of loss prevention and revenue protection techniques
Budget development and financial management experience and skills to develop and monitor operational budgets
Customer service skills with experience addressing complaints. Personal resiliency to manage conflicting pressures and address front-line customer-facing issues.
Must have a valid Ontario Class “G” license and be able to meet the corporate standard for a good driving record
Must be able to obtain and maintain Secret Level Security Clearance through Transport Canada.
Must be able to pass Ontario Provincial Police (OPP) security clearance to gaining access to the Canadian Police Information Centre (CPIC) and the Police Automated Registration Information System (PARIS) and obtain Special Constable status
Must be able to obtain the GO Transit Operator’s permit.
Must be able to pass Ontario Incident Management System Levels 100, 200 and 300.
Organization skills to work as a team member and provide team leadership, and to work independently.
Interpersonal, public relations, and oral/written communication skills to address customer complaints and concerns.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation

Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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More about this job

Responsibilities

Oversee 24/7 customer protection operations across GO Transit and UP Express, leading officers and safety ambassadors while ensuring revenue protection, bylaw enforcement, and customer service meet corporate standards. Coordinate responses to disruptions and emergencies, support special-event operations, collaborate with internal and external partners, and advance customer protection strategies, training, and policies.

Requirements

Requires a degree in business administration, legal studies, law, psychology, security, or a related discipline, or equivalent education and experience, along with progressive operational leadership and crisis-management experience. Candidates need strong team leadership, customer service, planning, communication, and budget-management capabilities, a valid Ontario Class G licence, and the ability to obtain required security clearances, permits, and incident-management certifications.

Skills

Operational Planning
Crisis Management
Team Leadership
Unionized Workforce Management
Collective Agreement Interpretation
Safety Legislation
Bylaw Enforcement
Revenue Protection
Loss Prevention
Budget Development
Financial Management
Customer Service
Incident Management
Strategic Planning
Project Management
Written and Oral Communication

Visa sponsorship

Not detected in the job text

Keywords

Customer Protection Services
GO Transit
UP Express
Revenue Protection
Fare Inspection
Bylaw Enforcement
Customer Protection Officers
Station Safety Ambassadors
Operational Planning
Crisis Management
Incident Management
Emergency Response
Safety Legislation
Collective Agreements
Loss Prevention
Budget Development
Financial Management
Special Event Operations
Service Disruption Management
Secret Level Security Clearance
Transport Canada
Ontario Provincial Police
Police Automated Registration Information System
Special Constable Status
GO Transit Operator's Permit
Ontario Incident Management System
Regional Transit System

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