Train Ambassador

FLOW Consortium is responsible for the operation and maintenance of Lines 3, 4, 5, and 6 of the Riyadh Metro, representing the largest metro operation and maintenance package in the Kingdom and one of the world’s most advanced urban transit systems. Formed through a strategic partnership between Hitachi, Alstom, and Ferrovie dello Stato Italiane, FLOW brings together global expertise, proven delivery capability, and deep operational experience in managing complex, high-capacity rail networks.

At the heart of our work is Riyadh, the capital of Saudi Arabia and a city driving ambitious transformation under Vision 2030. Operating within a highly integrated and dynamic environment, FLOW demonstrates strong coordination, disciplined execution, and consistent performance.

We are committed to delivering safe, reliable, and efficient services while upholding world-class standards in operational excellence, governance, and customer experience. Through our work, we contribute to building a modern, connected, and sustainable urban mobility ecosystem for Riyadh’s future.

The Train Ambassador is responsible for ensuring the safe, efficient, and customer-focused operation of Metro services by supporting passengers throughout their journey and responding effectively to operational incidents and emergencies. The role combines exceptional customer service with safety-critical operational responsibilities, including train rescue, emergency response, manual train operation, and passenger evacuation, ensuring service continuity and passenger safety.

• Deliver outstanding customer service and provide assistance to passengers throughout the Metro journey.
• Operate passenger or maintenance vehicles as required while maintaining competence in manual train operation.
• Support train rescue operations and respond to operational incidents, failures, and emergency situations.
• Report onboard faults, equipment failures, and operational issues to support timely resolution.
• Communicate safety information and operational updates clearly to passengers using approved communication channels.
• Assist passengers with accessibility needs and ensure a safe and inclusive travel experience.
• Carry out emergency procedures, including train evacuation and service recovery activities.
• Perform shift duties and support operational requirements across the Metro network on a 24/7 basis.

• Customer Service Excellence: Deliver a safe, professional, and customer-focused experience while assisting passengers throughout their journey.
• Train Operations Support: Support the safe operation of Metro services, including manual train operation and operational recovery activities.
• Emergency Response: Respond effectively to incidents, train failures, emergencies, and evacuation scenarios to ensure passenger safety.
• Train Rescue Operations: Carry out train rescue duties and support service restoration following operational disruptions.
• Safety-Critical Operations: Perform safety-critical duties in accordance with railway operating procedures and regulatory requirements.
• Passenger Communication: Deliver timely, accurate, and clear information to passengers during normal and disrupted operations.
• Operational Reporting: Identify and report faults, equipment failures, and operational issues to support maintenance and service reliability.
• Accessibility Support: Assist passengers with reduced mobility and special accessibility needs while maintaining excellent customer care.
• Compliance and Safety: Ensure full compliance with operational procedures, safety standards, and company policies at all times.

• Minimum 1 year of experience in a customer-facing operational environment.
• Ability to communicate effectively in English.