JOB INFORMATION
Requisition ID: 13481
Number of Vacancies: 1
Department: Marketing and Customer Experience
Salary Information: $ 100,318.40 - $ 125,434.40
Pay Scale Group: 09SA
Employment Type: Regular - Hybrid
Vacancy: New
Weekly Hours: 35 Off Days: Various Shift: Various
Posted On: August 14, 2026
Last Day to Apply: August 18, 2026
Reports to: Manager, Customer Service
The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:
Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.
Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.
The full Plan can be viewed on ttc.ca.
Career Opportunity
The TTC Customer Service Centre (CSC) is seeking a motivated and customer-focused Assistant Manager, Customer Service, to join our team. This is an exciting opportunity to help shape the future of customer service at the TTC by enhancing service delivery, improving operational performance, and contributing to a positive customer experience for millions of riders.
What You Will Do
Reporting to and working closely with the Manager, Customer Service, you will provide leadership and operational support to Customer Service Supervisors and frontline staff to ensure the consistent delivery of service standards and achievement of departmental objectives. You will promote service excellence by enhancing operational effectiveness, supporting modernization initiatives, and fostering a culture of continuous improvement, accountability, and customer focus. You will also act on behalf of the Manager, Customer Service, during periods of absence.
As Assistant Manager, Customer Service, you will identify opportunities to improve service quality, streamline processes, leverage technology, and strengthen outcomes for customers, employees, and stakeholders. Key responsibilities include:
Leading and supporting continuous improvement and modernization initiatives, including the implementation of new technologies, tools, and service delivery solutions.
Serving as the primary escalation point for complex customer concerns, complaints, and operational issues, ensuring timely and effective resolution.
Monitoring customer service performance metrics, service level agreements (SLAs), quality standards, and operational trends to identify risks, opportunities, and areas for improvement.
Establishing and maintaining quality assurance measures, analyzing performance trends, and driving corrective actions to ensure high levels of service reliability and customer satisfaction.
Analyzing data from multiple systems and preparing reports, dashboards, insights, and recommendations to support operational and strategic decision-making across the CSC.
Supporting the development, implementation, and maintenance of customer service policies, procedures, standards, and knowledge resources.
Collaborating with internal stakeholders to strengthen customer case management processes and support timely, effective issue resolution.
Supporting recruitment, onboarding/training, performance management, coaching, employee development, succession planning, and workforce planning activities.
Promoting positive labour relations and working collaboratively with union representatives and Employee Relations to foster a respectful, productive, and inclusive workplace.
Demonstrating behaviours that support diversity, inclusion, and a workplace and service environment free from discrimination and harassment, while supporting TTC's commitments under the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA), and related TTC policies and procedures.
Participating in the TTC Customer Service Ambassador Program.
What Skills Do You Bring?
- Demonstrate specialized expertise and knowledge in the assigned field
- Use office technology, software and applications
- Understand and apply relevant laws and regulations
- Communicate in a variety of mediums
What Qualifications Do You Bring?
- Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
- Experience using customer relationship management (CRM) systems, telephony systems and social media platforms; and leveraging customer data to improve service delivery and customer outcomes.
- Experience working in a unionized environment, with working knowledge of collective bargaining agreements (CBAs) is considered an asset.
- Demonstrated experience in establishing and monitoring quality service metrics, developing reports dashboards monitoring performance trends, and driving corrective actions to maintain high service reliability and drive strategic decision-making.
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Proven ability and experience applying customer service best practices, monitoring service quality, optimizing workforce management, and supporting contact centre modernization initiatives.
- Proven ability to lead change initiatives and continuous improvement projects that enhance operational efficiency and service quality.
- Excellent communication and relationship-building skills, with the ability to work effectively with employees, leaders, union representatives, external stakeholders, and the public.
What We Offer
- Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
- One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan.
- A comprehensive package that covers health, dental, vision and more.
- Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.
- A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
Commitment to EDI
The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570 or Jobs@ttc.ca . Any information received related to an accommodation will be addressed confidentially.
General Prohibition in Hiring Process
The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses, or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:
- The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
- All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
- During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
- You will not disseminate or disclose to any person any interview question.
Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC’s hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.
Relatives of TTC Employees
The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.
We thank all applicants for their interest but advise only those selected for an interview will be contacted.
