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Chief Service Officer

Job Opportunity Program
Location: Toronto, Ontario
Posted On: June 19, 2013
Last Day to Apply: July 19, 2013
Employment Type: Full Time

Chief Service Officer

This key new position on our Executive Team is a unique opportunity for a visionary customer service leader to inspire, foster and drive service delivery excellence across the organization.

Guided by a new and ambitious Corporate Plan, the Toronto Transit Commission (TTC) has embarked on a 5-year journey to transform and completely modernize North America’s third largest transit system into a transit system that makes Toronto proud. That’s our vision and that’s where you can make your mark. As Chief Service Officer, you will be part of the senior leadership team that will help the TTC realize its mission “to provide a reliable, efficient and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

Reporting to the Chief Executive Officer, you will be responsible for the provision of world-class customer service in all “front of house” or customer-facing activities, for all areas of accountability within your mandate: Bus Transportation, Streetcar Transportation, Group Station Management, Wheel-Trans, and Transit Enforcement Unit. Your challenge as Chief Service Officer will be to realign the organization’s service delivery from one focused on operations to one that makes customers feel valued through the delivery of consistently excellent customer service, and to ensure that the people and mechanisms are in place to make it happen. By remaining current with best practices and trends in the service delivery field, and the industry in general, you will draw on this expertise to provide strategically and operationally sound recommendations to the CEO and the TTC as a whole. You may also be called upon to substitute for the CEO in his or her absence.


As Chief Service Officer, you will be specifically responsible for:

  • Directing the implementation of new and ongoing TTC initiatives and projects, including the Station Management Model, refreshed Transit Security Model, Customer Charter, etc.
  • Working with various groups and executives to prepare and implement projects (e.g., PRESTO card, Pan AM Games, etc.) and deliver major elements of the emerging TTC Corporate Plan
  • Monitoring the progress and results of related action items within the Service Delivery Group
  • Leading the development of a strategic plan focused on customer service for the rider
  • Leading the Service Delivery Group process change from operations-based to customer service-based
  • Analysing customer feedback to identify and recommend key areas for developmental opportunities, and liaising with partners to ensure that appropriate action is taken
  • Contributing to collective bargaining agreement negotiations to achieve best outcome for customers, staff and taxpayers
  • Ensuring that accessibility / accommodation needs of TTC passengers and/or employees are effectively met in a timely fashion in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer.


Your impressive profile as Chief Service Officer will include the following highlights:

  • A comprehensive knowledge and understanding of business administration, business leadership, fiscal and human resources management principles and policy development, combined with a thorough understanding of applicable human resources policies and legislation or regulations regarding safety and employment.
  • Proven change management skills at a senior level and in a complex environment, to develop and implement process change, short- and long-term strategic goals and objectives.
  • Advanced oral and written communication and interpersonal skills, and experience in leading a team in the goal of enhancing and promoting a high level of customer service.
  • Excellent people management and developmental skills, sound judgment, highly developed strategic planning skills and excellent analytical and problem-solving abilities.
  • A demonstrated ability to work with large budgets, and achieve results within budget.
  • Demonstrated project management abilities, with the ability to achieve results under pressure and to lead, direct and influence peers and subordinates.
  • A graduate degree in Business Administration or a related discipline.
  • Experience working in a unionized transit environment is an asset.
  • You must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements pertaining to passengers and employees.

Annual Salary Range: $182,091 – $227,609

At the Toronto Transit Commission (TTC), we place a high value on establishing a workplace where people are challenged and respected every day, and we keep Toronto moving with a dedication to service, safety and convenience that is unparalleled in our industry. We invite you to join our team in delivering on our commitment to creating a transit system that makes Toronto proud.

Committed to the principles of employment equity, the TTC encourages applications from Aboriginal people, people with disabilities, racial minorities, and women. We thank all applicants for their interest, but advise that only those selected for an interview will be contacted.

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