POSITION: Manager Northlander Operations
REPORTS TO: Senior Manager, Northlander and Service Excellence
DEPARTMENT: Passenger Services
LOCATION: Greater Toronto Area
REFERENCE: 500-127-27
SALARY: $97,578 - $114,790
ACCOUNTABILITY STATEMENT:The Manager, Northlander Operations is accountable for overseeing the delivery of Northlander services, ensuring seamless coordination among internal teams, third-party partners, and key stakeholders. This role plays a critical part in enhancing operational efficiency, supporting motor coach integration, and delivering a safe, reliable, and customer-focused travel experience for all passengers.
MAJOR DUTIES/ RESPONSIBILITIES:- Work closely with the Sr. Manager of Northlander and Service Excellence to ensure an exceptional customer experience
- Foster a collaborative, customer-focused culture rooted in true Northern hospitality.
- Coordinate with third-party service providers to ensure organized and efficient passenger boarding at Union Station.
- Work closely with station staff to manage platform boarding queues and communicate special boarding requirements.
- Identify opportunities to improve operational processes, customer service, and responsiveness to business needs.
- Support on-time performance by proactively addressing operational deficiencies and implementing corrective actions.
- Maintain a visible presence during service hours; actively gather and log employee and customer feedback to monitor and enhance customer satisfaction.
- Remain available after hours to respond to irregular operations or escalated customer service issues.
- Provide clear guidance and direction to crew members regarding passenger volumes, special handling requirements, and equipment updates to ensure efficient operations and exceptional service delivery.
- Participate in Workplace Health and Safety Committees; collaborate with employees and departments to identify and mitigate hazards.
- Ensure compliance with all Provincial and Federal Occupational Health & Safety legislation.
- Participate in investigations related to workplace injuries, lost time incidents, or property damage.
- Enforce adherence to Health and Safety policies and procedures.
- Review and maintain emergency response plans; ensure preparedness for service disruptions, accidents, and other unexpected events to protect passengers and staff.
- Conduct emergency response rehearsals with employees and external partners, including third-party transportation and accommodation providers.
- Oversee the availability and condition of onboard safety equipment; coordinate with maintenance and supply teams for replenishment and ensure daily safety checks are completed and documented.
- Manage and monitor terminal agreements, ensuring all contractual obligations are met.
- Establish and maintain effective communication channels with station stakeholders to relay service updates, delays, or changes.
- Represent Ontario Northland at industry events and in the Toronto region as required.
- Liaise with Rail Mechanical teams to report and resolve equipment issues.
- Collaborate with Motor Coach Services and the Control Centre to coordinate boarding logistics, manage passenger volumes, and support supplemental services.
- Maintain a visible presence at Toronto motor coach locations (Union Station, 407 terminal and Yorkdale); assist with passenger flow and boarding processes as needed.
REQUIREMENTS:- College diploma in Business Administration or a related discipline
- Minimum 5 years of progressive leadership experience in the hospitality sector, ideally within a unionized environment
- Proven management experience in the transportation industry, with a strong understanding of operational logistics
- Bilingual in English and French (verbal) is an asset
- Direct experience in passenger transportation services
- Knowledge of Transport Canada regulations related to passenger rail operations
- At least 2 years of experience in emergency response planning and execution
- Exceptional customer service and stakeholder engagement skills
- Strong conflict resolution and de-escalation capabilities
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Familiarity with POS and payment systems such as Moneris, Square, and Stripe
- Experience with travel booking platforms and reservation system management
- Working knowledge of financial reporting tools and payroll software is an asset
- CPR certification and Supervisor Health & Safety training are assets
- Demonstrated ability to build and maintain positive relationships with internal teams, partners, and external stakeholders
- Excellent verbal and written communication skills
- Must be committed to company health and safety
BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.
CLOSING DATE: September 14, 2026, no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers
