Reporting to the Deputy General Manager, Business Services, this position provides managerial leadership for Durham Region Transit's (DRT) on-site customer service functions, various fare media administration processes, and administrative services that support Operations and Maintenance. The role oversees front counter operations, PRESTO and concession-related processes, lost and found, vault and cash handling controls, DRT Point-of-Sale locations and there expansions, escalated complaint procedures, information retention, key account management, uniform administration, and transit-specific matters while liaising closely with Service Durham/311 and Corporate Communications. Through day-to-day leadership of staff, service monitoring, and process improvement, the role helps ensure customer-facing and administrative services are delivered consistently, securely, and in a manner that supports operational continuity and public confidence. Critically, this is a dynamic role, that will need to adapt to new challenges and issues as they arise and be comfortable with the unknown. The incumbent will:
- Oversee customer transactions by ensuring front counter staff process transit-related purchases, replacements, and refunds accurately; assist with customer-based PRESTO troubleshooting
- Manage physical cash controls and coordinate with Finance and contracted service providers as required to safeguard public funds and support auditability
- Manage lost and found operations ensuring appropriate privacy and security of items
- Administer Transit Affordability Program (TAP) and coordination, training, and oversight of staff and/or third-party service providers delivering TAP to residents who benefit from the TAP fare subsidy
- Manage fare media distribution points ensuring fare products and system remain accessible to customers across the Region in a controlled and consistent manner
- Engage partners to expand point of sale (POS) locations across the Region and provide training and ongoing assistance to partner locations to ensure the customer experience remains consistent and convenient
- Monitor service volumes, wait times, PRESTO exceptions, transaction issues, and recurring customer concerns
- Serve as the primary lead for customer-level PRESTO administration including the review of concession eligibility and rules
- Collaborate with Economic Development to identify and connect with community organizations, institutions, and private-sector businesses to market public transit opportunities and services and engaging with relevant DRT teams to share leads and opportunities to enhance transit ridership, community awareness, and economic development
- Manage internal support services such as uniform ordering and distribution, office supply ordering, fuel card reconciliation, vacation pick administration, printing and posting of operational information
- Oversee general inquires such as Charter services, fare arrangements, shuttle services, kiosk locations, or customer or partner-specific service needs; oversee pass allocation and distribution processes for institutional programs, including high-volume coordination with PRESTO, student associations or institutional contacts, DRT Ambassadors, and internal staff to ensure enrolment data, product setup, fraud-monitoring requirements, and timelines are managed effectively
- Monitor ridership, utilization, program participation, and customer or partner feedback associated with established accounts, and recommending adjustments where service levels, controls, or outcomes are not meeting expectations
- Other duties as assigned
The successful applicant will possess:
- Bachelor's degree in Business Administration, Public Administration, Social Sciences or a related field or an
equivalent combination of education and experience - 5+ years in a similar role or 7+ years in transferable roles across government, preferably municipal, transit, and/or customer facing in a large organizational setting.
- Experience leading staff or teams, particularly within a unionized environment as well as experience dealing with Point of Sale (POS) operations
- Advanced skills with MS Office applications, the internet and email systems
- Demonstrated skills with planning, advertising, report writing and policy development
- Advanced customer service and conflict resolution skills coupled with excellent attention to detail and accuracy
- Demonstrated time management skills including the ability to prioritize demands, problem solve, and meet customer service standards and deadlines
- Excellent interpersonal and decision-making skills exercising tact, professionalism and sound judgement; demonstrated ability to maintain confidentiality and manage confidential information effectively and appropriately
- Ability to work in either a team setting or independently with minimal supervision and demonstrate initiative by anticipating needs and working in a pro-active manner
- Ability to be empathetic, flexible and able to work in a political environment with sensitive information
- Respectful collaboration with colleagues and customers from diverse backgrounds and experiences
