Regional Facility Manager - Union

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

This role is an in‑office position based at our Union Station location. Our team is highly collaborative, and much of our work benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization.

Our Operations & Safety (GO & UP) division promotes diversity, equity, and inclusion by ensuring equal employment opportunities and fostering a supportive workplace culture.

We support this commitment by providing:

• Competitive Pension Plan
• Employee learning & development programs and reimbursement
• Recognition of prior Public Service for Vacation Entitlement
• Employee Assistance and Wellness Benefit Programs
• Parental Leave top-up, lactations accommodation and childcare partnerships
• Menopause Policy
• Employee Resource Groups

Our Customer and Transit Operations Office is seeking a Regional Stations Manager, to provide senior leadership Support. Direct and manage face to face customer services operations of GO / UP and PRESTO at over 100+ facilities across the network which includes all rail stations, bus terminals, Park N Ride lots, across the agency network, ensuring delivery of customer service and satisfaction and operational integrity.

• Accountable for the customer experience, facility operations and cleaning at Union Station Campus, inclusive of the Union Station Bus Terminal, Union Station, UP Express and any future stations added to the Union Station Campus Station Facility Operations divisions
• Directs and oversees the development of structure, framework and KPIs to effectively manage facility operations and safety around events, service changes, construction, and service disruptions
• Manages the development and implementation of safety plans that focus on prevention of injury. Measures trends and develops mitigation plan to correct gaps in performance.
• Establishes the protocols and directs / Manages the response to service recoveries and emergency situations which can include the involvement and cooperation of government agencies (e.g., Ministry of the Environment in the case of fluid spills (MOE), TSSA, Building & Fire Code, etc.).
• Ensures the readiness and reliability of the electrical, mechanical, fire and life safety and emergency systems at Union Station
• Ensures that Emergency supplies and equipment are kept in a state of readiness.
• Is the Metrolinx lead for facility related incidents at Union Station
• Accountable to ensuring the Asset Management Plans for Union Station are performed
• Leading and/or collaborating in post incident debriefs, managing the development and implementation of improvement plans
• Directs the implementation of strategic plans, business plans to ensure successful delivery of business objectives as well as manage risk/mitigation analysis, monitors performance, risk and leads the development and implementation of action plans.
• Directs and manages the development of Business Continuity Plans (BCP) plans and exercises to ensure effectiveness and continuity of the business for owned function.
• Develops and establishes service and performance standards, benchmarks, reporting and measurement processes to monitor and improve service quality and delivery.
  • e.g., calibration walk through of stations with leadership team, set standard for self-serve rate,
  • to ensure done, accurately, compliance, mitigation, and corrective actions if non-compliant with standards
  • set goals, objectives and expectations, standards, strategic and divisional objectives, for the team.
  • pivot based on CSAT scores.
• Creates a working environment that is aligned with the organization’s desire to be…