Job Information
Ontario Northland Senior Manager of Customer Experience in North Bay, Ontario
POSITION: Senior Manager of Customer Experience
REPORTS TO: Director Passenger Operations and Customer Experience
DEPARTMENT: Passenger Services
LOCATION: North Bay
REFERENCE: 500-57-25
SALARY: $106,964 - $125,839
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 Senior Manager, Customer Experience will enhance transportation services by introducing new processes and reshaping passenger-facing products with satisfaction and loyalty in mind. They will lead a team of operational and business professionals, ensuring work is focused, strategic and measured.
MAJOR DUTIES/ RESPONSIBILITIES:
High level oversight of the operations of the Customer Service team, Pricing, Training and Partnership Development
Lead and mentor a team dedicated to customer experience, ensuring a customer-centric mindset is embedded throughout the department
Monitor and ensure staff levels meet needs of departmental demands
Provide guidance to managers when dealing with Labour relations issues. Participate in elevated discipline and grievance processes.
Communicate with the division to highlight good news stories and divisional updates to inspire continuous customer-centric improvements
Provide support to managers on developing and preparing briefing notes for ministry officials
Cultivate and maintain strong relationships with key partners, negotiating agreements and collaborations that enhance the overall customer experience
Collaborate with internal teams to align customer experience initiatives with broader company goals
Lead interconnections with other carriers to enhance overall customer travel experience, “one stop shop”, seamless travel experiences
Utilize customer feedback and data analytics to identify trends, assess customer satisfaction, and drive continuous improvement in service delivery
Stay abreast of industry trends and participate in customer experience conferences
Develop and implement effective strategies for resolving any on-going customer issues
Champion for new loyalty program to be implemented within Passenger Services
Maintain ONTC owned stations to meet or exceed the cleanliness, consistency, and service standards expected by our customers
Point of contact in Passenger Services for Accessibility requirements and liaise with Equity, Diversity and Inclusion Specialist (participate in Accessibility Committee) to ensure ONTC is compliant with AODA requirements
Ensure awareness of federal Accessibility Transportation for Passengers with Disabilities (ATPDR)
Ensure Health and Safety policies and procedures are being followed within department and being a champion of Health and Safety practices
REQUIREMENTS:
University Degree in Business Management, Public Relations, Public Administration or Tourism and Hospitality Management
10 years of relevant experience in a customer relations role and 5 years of experience in management, preferably in a unionized environment
An innovator and strategist with the ability to conceptualize and execute plans for desired results
The ability to successfully engage a wide range of stakeholders in support of department and organizational objectives
Experience in the travel, transportation and/or another related industry, with proven abilities in monitoring and enhancing customer service levels
Ability to create, implement and update tariff’s and policies
Strong project management skills
Experience with POS software
Valid G driver’s license in Ontario and willing to travel as required
Proficiency with Microsoft Office applications, specifically Outlook, Teams, Excel, PowerPoint, and Word
Experience analyzing data to recommend and make informed business decisions
Demonstrated ability to lead and inspire cross-functional teams
Superior written and oral communication skills
Working experience in both a corporate and public sector environment is an asset
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: May 20, 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.
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