Director Passenger Rail and Customer Service

Opportunity Reference #
North Bay
Posting Date
Closing Date
Time Sensitive


POSITION:                 Director Passenger Rail and Customer Service 

REPORTS TO:            Vice President Passenger Rail and Motor Coach

DEPARTMENT:         Passenger Services

LOCATION:               North Bay

REFERENCE:           500-97-23


Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services.  We employ over 750 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.


The Director Passenger Rail and Customer Service will lead the design and implementation of multiple workstreams to initiate the new Northeastern passenger rail service, as well as provide input and guidance to passenger operations relating to achieving customer service excellence. The incumbent will be responsible for ensuring the safe and efficient operation of all Passenger Rail Services, including customer support programs for all of Passenger Services. This position will focus on safety, customer service and revenue growth and be responsible for creating and maintaining a positive working environment for all staff, aligned with the Ontario Northland mission, vision and corporate transformation program.


  • Responsible for the development of strong strategic alliances/partnerships with various businesses, industry partners, municipalities and associations throughout the serviced territory
  • Responsible for the implementation and on-going oversight of the new Northeastern passenger rail service, as well as on-going operation of the Polar Bear Express passenger service
  • Champion for change management in various operational/departmental projects that impact the company
  • Regularly communicate and respond to ministry officials on updates of the business plan, status of service, financial performance, risks and opportunities
  • Implement processes that are safety-focused and ensure emergency response plans are current
  • Responsible for developing and managing the operating budget and submit capital requests as required, in consultation with Finance Department
  • Responsible for reporting monthly/quarterly/yearly budget variances and provide recommendations for improving financial results
  • Participate in Workplace Health and Safety committees and ensure clear, actionable results
  • Action change within department to focus on continuous improvement and stay abreast of new and emerging technologies to help enhance the customer experience onboard passenger trains
  • Coordinate passenger rail service with motor coach service to ensure alignment of schedules and passenger connectivity, as well as tracking and implementing performance metrics and ensuring consistency amongst all passenger services
  • Participates in labour management meetings, negotiation of collective agreements and in the performance management system
  • Ensures adherence to the company policies and procedures
  • Actively promotes company values, goals and objectives and continually works towards maintaining a positive and motivating environment. Promotes a spirit of cooperation within all divisions of the company.
  • Maintains appropriate communications within and between various departments at ONTC



  • University degree in Business Administration or equivalent education/experience in Business Management, Operations Management or Project Management in the Transportation Industry
  • Fifteen or more years related managerial experience at a senior level
  • Experience in the transportation and/or another related industry (project management and operational management)
  • Experience in the preparation of budgets and business plans as well as regular variance analysis
  • Experience in dealing with collective agreements in a unionized environment
  • Experience improving corporate / business financial results
  • Knowledge and understanding of regulations and legislation as it relates to passenger transportation
  • Strong understanding of passenger rail operations, with facility management oversight of remote locations
  • Excellent communication, interpersonal and customer service skills in addition to organizational and leadership skills
  • Ability to manage multiple projects at one time
  • Must be available for on-call and extra time commitment
  • Regular travel throughout the network between North Bay, Timmins, Sudbury, Thunder Bay, Cochrane and Moosonee is required
  • Ability to build and maintain strong relationships
  • Must be committed to company health and safety


The successful candidate will need to successfully complete the following clearances:    

  • Criminal record check
  • Employment references
  • Education verification


CLOSING DATE:  October 2, 2022 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 to:


Ontario Northland is an equal opportunity employer. Accommodation is available for applicants with disabilities throughout the recruitment process. Please contact Human Resources.

Pour des renseignements en français composez le 1.800.363.7512 poste 494.