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Senior Manager of Customer Experience
Location:
North Bay, ON
Description:
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-XXXX, poste 394 pour plus de renseignements.Powered by JazzHR
Company:
Ontario Northland
Posted:
May 8 on The Resumator
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More About this Listing: Senior Manager of Customer Experience
Senior Manager of Customer Experience is a Executive Manager Job at Ontario Northland located in North Bay ON. Find other listings like Senior Manager of Customer Experience by searching Oodle for Executive Manager Jobs.
Senior Manager of Customer Experience is a Executive Manager Job at Ontario Northland located in North Bay ON. Find other listings like Senior Manager of Customer Experience by searching Oodle for Executive Manager Jobs.