Director Passenger Operations and Customer Experience

POSITION: Director Passenger Operations and Customer Experience
REPORTS TO: Vice President Passenger Rail and Motor Coach
DEPARTMENT: Passenger Services
LOCATION: North Bay
REFERENCE: 500-152-24
SALARY: $139,022 - $163,577
WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We employ over 900 skilled professionals and are over 120 years old and proud of our heritage and connection to the communities we serve. We are focused on moving forward with the goal of being a valued leader in transportation. We offer competitive salary, excellent benefits, a defined benefit pension plan, paid vacation, 3 paid personal leave days along with discounted transportation on our bus and passenger rail services.
ACCOUNTABILITY STATEMENT:
The Director is responsible to strategically lead and oversee all aspects of passenger and Customer Experience in the Passenger Services team. This role will focus on safety, strategy, customer service, Customer Experience, revenue growth and connecting communities. The Director will be responsible for optimizing service quality, ensuring operational efficiency, and fostering a customer-centric culture.
MAJOR DUTIES/ RESPONSIBILITIES:

• Drive the ongoing development of a customer service culture across the division and company, supported by effective policy and process frameworks and responsive customer service systems.
• Strategically align with other service providers to find efficiencies to benefit the customer and reduce costs, look for solutions to First Mile/Last mile
• Work collaboratively with the MTO and other agencies to implement new programs and processes
• Stay informed on industry trends, emerging technologies, and best practices in passenger service and Customer Experience, remain engaged on new technologies and innovations to improve Passenger Operations and enhance the overall Customer Experience.
• Implement systems to gather customer input and address concerns within an environment that supports rapid customer feedback systems and supports
• Create an integrated network planning function to focus on schedule connectivity, data integration, and seamless transportation systems both with ONTC and 3rd parties
• Oversee Passenger Operations including ticketing, boarding processes, and baggage allowances to provide a positive experience for passengers.
• Seek new opportunities for new funding/revenue and find efficiencies to reduce operating costs.
• Develop and oversee the Business Plan for Passenger Services
• Preparation of reports to ministry (briefing notes, program feasibility, KPI's)
• Develop fare strategy updates for ministry approval.
• Responsible for monthly/quarterly/yearly reporting on budget variances including providing recommendations for improving the financial results of the division.
• Participates in labour management meetings, negotiation of collective agreements and in the performance management system.
• Oversight of performance metrics, and implements processes to continuously improve and validate that the metrics remain relevant.
• Ensure the Customer Charter commitments are adhered to and create mitigation strategies if not meeting targets.
• Actively promotes company values, goals and objectives and continually works towards maintaining a positive and motivating environment.
• Ensures adherence to the company Safety Management System and responsible for maintaining a safe work environment, as well adherence to HS Policy and Procedures.
• Develop and implement contingency plans to address disruptions and effectively manage communication with other departments during crisis situations to minimize impact on passengers.
• Stay informed on industry regulations, ensuring all passenger services comply with applicable laws and standards, and implement necessary changes to maintain compliance

REQUIREMENTS:

• University degree in Business Administration or equivalent education/experience in Business Management in the Transportation Industry, Operations Management
• 10+ years of experience in management, preferably in a unionized environment
• 8+ years of relevant experience in a customer/business relations role
• An innovator and strategist with the ability to conceptualize and execute plans
• Has a proven track record in building beneficial partnerships internally and externally
• The ability to successfully engage a wide range of stakeholders in support of department and organizational objectives
• Demonstrated leadership skills and experience fostering a positive work culture
• Experienced in Business Planning and Public Procurement
• Self-driven, with the ability to manage multiple competing and shifting priorities.
• Working experience in both a corporate and public sector environment is an asset
• Must have the ability to travel throughout the operating network
• Flexibility in that the nature of the work is such that evening and some weekend work is required
• Experience in the travel, transportation and/or another related industry, with proven abilities in monitoring and enhancing customer service levels
• Proficiency in data analysis and interpretation for identifying trends, analyzing customer feedback, and making data-driven decisions to improve Passenger Operations and Customer Experience.
• Familiarity with relevant technology platforms and software applications used in Passenger Operations and Customer feedback management systems.
• Strong project management skills
• Exceptional written/oral/presentation skills to engage both internal and external stakeholders
• Advanced skills in MS Excel (functions, pivot tables, data analysis, charts etc.)
• Experience with reservation, ticketing and point of sale software

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.
CLOSING DATE: February 29, 2024 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.
Ontario Northland is an equal opportunity employer. Accommodation is available for applicants with disabilities throughout the recruitment process. Please contact Human Resources.
Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.

Powered by JazzHR

9JCi1391wO