Director, Customer Protection

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

The Customer Protective Services Division is seeking a Director, Customer Protection Operations to provide strategic leadership, oversight, and management of Customer Protection Operations across the regional transit network. The Director is accountable for the delivery of customer protection, safety, security, revenue protection, by-law enforcement, customer service, special events, emergency response, and critical incident management through a large, geographically dispersed workforce.

Reporting to the Vice President, Customer Protective Services, the Director is responsible for building and sustaining an inclusive, high-performing, and safety-focused culture for employees, customers, and the public. The Director also serves as a key organizational leader responsible for ensuring compliance with legislative and regulatory requirements governing the Special Constable program, including supporting Metrolinx's obligations as an approved Special Constable Employer under the Community Safety and Policing Act. The role is responsible for leading operations across designated regions of the network and advancing corporate objectives related to safety, customer experience, operational excellence, and public confidence.

What will I be doing?

• Lead Customer Protection Operations across the GO Transit and UP Express network, ensuring the delivery of safety, security, revenue protection, by-law enforcement, customer service, and public safety activities across stations, terminals, grade crossings, and other transit assets.
• Develop and implement operational strategies, service delivery models, and deployment plans that support business objectives, optimize resource allocation, enhance visibility, and improve customer and employee safety across the regional transit system.
• Provide leadership and oversight of the Customer Protection Officer and Special Constable programs, ensuring operational excellence, professional standards, workforce readiness, and alignment with corporate priorities.
• Ensure Metrolinx meets its obligations as an approved Special Constable Employer under the Community Safety and Policing Act, including accountability for program governance, compliance, appointments, training, conduct management, inspections, reporting, policies, and oversight requirements.
• Lead operational readiness, emergency response, critical incident management, and business continuity activities, ensuring effective response to service disruptions, special events, emergencies, and major incidents.
• Establish operational performance measures, risk management frameworks, and continuous improvement initiatives that strengthen organizational effectiveness, support a positive safety culture, and deliver measurable business outcomes.
• Build and maintain strategic relationships with the Ministry of the Solicitor General, Inspector General of Policing, Ontario Provincial Police, municipal police services, Transport Canada, municipalities, emergency services, and other public safety partners.
• Direct the development and implementation of operational policies, procedures, training programs, public engagement initiatives, and specialized services, including K9 operations, customer outreach, and de-escalation programs.
• Lead, develop, and support a large, geographically dispersed team of unionized and non-unionized employees, fostering an inclusive, accountable, customer-focused, and high-performing culture.
• Provide stewardship of departmental budgets, workforce plans, capital and operating resources, and strategic initiatives to ensure the effective delivery of services and achievement of long-term organizational goals.
  

What Skills and Qualifications Do I Need?

• Completion of a degree in Business Administration, Criminology, Legal Studies, Law Psychology or similar – or a combination of education, training and experience deemed equivalent. Masters would be an asset.
• Demonstrated progressive experience leading operations and crisis incident management, large crowd management strategies preferably in a leading transportation/transit sector.
• Extensive leadership/senior level management oversight experience. Leadership and management skills to manage monitor and motivate staff, contractor to meet or exceed customer expectations while working in a unionized environment
• Able to obtain Special Constable Status, Security Clearance, and Level 300 IMS Certification.
• A valid Ontario Class "G" driver's license is required.
• Knowledge of security operations and programs, customer service excellence, and transit operations while improving operational performance and quality assurance methodologies.
• Extensive experience leading transformational change, risk management and assessment initiatives to adapt to new or changing requirements and lead changes throughout the organization.
• Knowledge of principles, practices, and trends in public administration, organization, and management; program development and evaluation; methods of administrative problem solving; and principles and practices of policy development.
• Advanced knowledge of the Criminal Code, Provincial Offences Act, Community Safety and Policing Act, Metrolinx Act, Railway Safety legislation,
• Occupational Health and Safety Act, Employment Standards Act, applicable provincial statutes, and regulatory requirements governing Special Constable programs and law enforcement activities within a regional transit environment.
• Research, analytical and problem-solving skills to research customer segmentation and refine customer service initiatives and improvement programs; evaluate response strategies and deployment approaches to day-to-day operations and critical incidents and planned events.
• Knowledge of policy development, budget control, risk and change management, and project management principles and methods to lead and manage strategic/business planning programs, projects and continuous improvement initiatives, budget development, risk management and financial management experience and skills to develop and monitor operational budgets.
• Demonstrated experience leading or supporting a Special Constable, policing, transit enforcement, public safety, or security service within a regulated environment, including compliance, governance, training, accountability, and oversight requirements.
  

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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