VIA Rail Canada
Customer Service Excellence Manager
Job Description
Drive customer satisfaction as the Manager of Customer Experience for VIA Rail. Manage operations to ensure high-quality service delivery while developing frontline employees and maintaining regulatory compliance.
This role encompasses operational oversight, including on-train services, and requires active coaching, auditing, and project management skills. You will engage directly with customer feedback to enhance the service delivery model, while also handling employee recruitment and development. Your expert oversight will ensure an aligned approach to compliance and safety across all areas of service.
Key Responsibilities:
• Lead operational oversight of on-train and station services
• Conduct audits and support continuous improvement initiatives
• Ensure efficient handling of boarding, ticketing, and customer support
• Take charge of emergency situations for customer safety
• Train and develop frontline staff to meet high stan...
This role encompasses operational oversight, including on-train services, and requires active coaching, auditing, and project management skills. You will engage directly with customer feedback to enhance the service delivery model, while also handling employee recruitment and development. Your expert oversight will ensure an aligned approach to compliance and safety across all areas of service.
Key Responsibilities:
• Lead operational oversight of on-train and station services
• Conduct audits and support continuous improvement initiatives
• Ensure efficient handling of boarding, ticketing, and customer support
• Take charge of emergency situations for customer safety
• Train and develop frontline staff to meet high stan...