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About the Role

VIA Rail is modernizing its services and infrastructure, building the future of transportation in Canada. The Manager, Customer Experience leads and develops on-train service employees to ensure safe, high-quality, and consistent customer service. This role oversees regulatory compliance, service delivery, employee performance, and customer issue resolution, involving frequent travel, supervision, coaching, auditing, and project management.

Responsibilities

Supervises on-train and station-based activities to ensure consistent, high-quality, and safe customer service delivery.
Conducts regular ride-alongs and station visits to observe service standards and support frontline teams.
Ensures timely and efficient execution of operational duties including boarding, ticketing, baggage handling, and support for special needs customers.
Coordinates emergency responses and manages on-site situations to minimize disruption.
Ensures compliance with federal, provincial, and corporate safety regulations.
Conducts inspections and audits to monitor adherence to standards and implements corrective actions.
Identifies and mitigates safety risks through proactive supervision and intervention.
Investigates customer feedback and survey data to identify areas for service enhancement.
Conducts internal investigations related to accidents, delays, service disruptions, or rule violations.
Recommends and enacts solutions to address deficiencies and improve overall customer experience.
Coaches, supervises, and trains on-board service employees to meet safety and service standards.
Identifies training needs and ensures continuous development of frontline staff.
Participates in recruitment and onboarding processes for Customer Experience team members.
Manages matters related to the Canada Labour Code, health and safety, employee disability.
Delivers briefings and training sessions to frontline teams on corporate strategies and new initiatives.
Manages or contributes to projects that impact customer experience, ensuring outcomes meet objectives and quality standards.
Builds and maintains relationships with internal stakeholders and subject matter experts.
Monitors staffing levels and associated expenses, analyzes variances, and implements improvement initiatives.
Supports resource allocation aligned with operational and service delivery needs.
Tracks monthly financial performance and recommends efficiencies.

Requirements

University degree in management or a related field, or a minimum of five (5) years of experience in a supervisory role in a customer service environment, preferably in a unionized setting.
Bilingualism (English and French) is essential – strong verbal and written communication skills in both official languages.
Strong customer service abilities and in-depth knowledge of health and safety training.
Solid understanding of the Canada Labour Code and Human Rights Legislation.
Knowledge of Unifor collective agreements and Canadian Labour Code Part II is considered an asset.
Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Flexibility and availability to travel and work variable shifts, including weekends and statutory holidays.

Skills

Customer service
Health and safety training
Canada Labour Code
Human Rights Legislation
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Project management
Coaching
Auditing
Training
Investigations
Bilingualism (English and French)

Location

Corridor network

Work Type

Permanent
Full-time

Experience Level

Minimum of five (5) years of experience in a supervisory role in a customer service environment

Education Level

University degree in management or a related field

About the Company

VIA Rail is carrying out ambitious projects to modernize its services and infrastructure.
VIA Rail is building the future of transportation in Canada.
Working for VIA Rail is being a part of a collective effort in sustainable mobility.
Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!

Equal Opportunity

VIA Rail is a proud employment-equity employer and strives to form teams that reflect the diversity of Canadian society.
We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.
If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.