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About the Role

VIA Rail is undergoing ambitious modernization projects for its services and infrastructure, including new train fleets and continuous infrastructure improvements. Joining VIA Rail means contributing to sustainable mobility efforts. The Customer Experience Manager oversees and develops onboard service employees to ensure safe, consistent, and high-quality service delivery within the Corridor. This role involves regulatory compliance, onboard service management (boarding, ticketing, baggage, customer support), performance evaluation, customer issue resolution, coaching, and audits. The position requires active field presence, continuous improvement initiative management, operational investigations, and adherence to health, safety, and labor relations standards. The Manager also contributes to training, project management, and operational incident response.

Responsibilities

Supervises onboard and in-station activities in the Corridor to ensure consistent, high-quality, and safe customer service delivery.
Conducts regular onboard and in-station visits to observe service standards and support frontline teams.
Ensures prompt and efficient execution of operational tasks, including boarding, ticketing, baggage handling, and support for customers with special needs.
Coordinates emergency responses and manages on-site situations to minimize disruptions to customers and operations.
Ensures compliance with federal, provincial, and internal safety regulations.
Performs inspections and checks to monitor compliance with standards and implements necessary corrective actions.
Identifies and mitigates safety risks through proactive supervision and targeted interventions.
Analyzes customer feedback and survey data to identify improvement opportunities.
Conducts internal investigations concerning incidents, delays, service interruptions, or regulatory violations.
Recommends and implements solutions to address deficiencies and enhance the overall customer experience.
Coaches, supervises, and trains onboard service employees to ensure compliance with safety and service standards.
Identifies training needs and supports the continuous development of frontline staff.
Participates in the recruitment and onboarding of Customer Experience team members.
Manages issues related to the Canada Labour Code, health and safety, disability cases, and internal complaints.
Leads information and training sessions for frontline employees on company strategies and new initiatives.
Manages or contributes to projects affecting customer experience, ensuring outcomes align with objectives and quality standards.
Establishes and maintains relationships with internal stakeholders and subject matter experts.
Monitors staffing levels and expenses, analyzes variances, and implements improvement initiatives.
Supports efficient resource allocation based on operational needs.
Tracks monthly financial results and proposes optimization strategies.

Requirements

University degree in management or a related field, or at least five (5) years of experience in a customer service supervisory role, preferably in a unionized environment.
Bilingualism (English and French) essential – excellent oral and written communication skills in both official languages.
Strong customer service skills and in-depth knowledge of health and safety training.
Very good knowledge of the Canada Labour Code and human rights legislation.
Knowledge of collective agreements with Unifor and Part II of the Canada Labour Code is an asset.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Flexibility and availability to travel and work varied schedules, including weekends and holidays.

Skills

Customer service
Health and safety training
Canada Labour Code
Human rights legislation
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Supervisory skills
Communication skills
Problem-solving
Project management
Financial management

Location

Corridor

Work Type

Permanent
Full-time

Experience Level

Supervisory experience

Education Level

University degree in management or related field

Salary/Compensations

79,169$ - 93,140$

About the Company

VIA Rail is undergoing ambitious modernization projects for its services and infrastructure, including new train fleets and continuous infrastructure improvements.
VIA Rail is preparing the future of transportation in Canada.
Joining VIA Rail means contributing to sustainable mobility efforts.
VIA Rail has 3,000 employees.
VIA Rail offers a safe, accessible, and eco-responsible way to travel.

Equal Opportunity

VIA Rail proudly subscribes to the principle of equal employment opportunity and works to build teams that reflect the diversity of Canadian society.
VIA Rail aims to eliminate barriers to employment accessibility and strives to provide an inclusive and equitable work environment where everyone is valued, regardless of identity or differences, to enable them to reach their full potential.
Assistance is available to make the recruitment process more accessible; accommodations can be offered upon request at any stage of the recruitment process.
All information received regarding accommodations will remain confidential.