VIA Rail Canada
Customer Experience Manager at VIA Rail
Job Description
Lead the charge for exceptional customer service with VIA Rail as a Manager, Customer Experience. Ensure consistent, high-quality service while overseeing employee performance, safety, and operational oversight across the Corridor.
This pivotal role involves supervising on-train service teams, conducting audits, and coaching employees to deliver above-standard service. You will actively address customer feedback and implement continuous improvement strategies for enhanced customer experiences. Your leadership will also include regulatory compliance, emergency management, and liaising with key internal stakeholders.
Key Responsibilities:
• Supervise on-train and station activities for service excellence
• Conduct regular ride-alongs and station assessments
• Manage boarding, ticketing, baggage, and assistance processes
• Oversee emergency responses to minimize service disruption
• Monitor compliance through inspections and audits
This pivotal role involves supervising on-train service teams, conducting audits, and coaching employees to deliver above-standard service. You will actively address customer feedback and implement continuous improvement strategies for enhanced customer experiences. Your leadership will also include regulatory compliance, emergency management, and liaising with key internal stakeholders.
Key Responsibilities:
• Supervise on-train and station activities for service excellence
• Conduct regular ride-alongs and station assessments
• Manage boarding, ticketing, baggage, and assistance processes
• Oversee emergency responses to minimize service disruption
• Monitor compliance through inspections and audits