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Transit Mobility Systems Coordinator

4 months ago

Thunder Bay, Canada City of Thunder Bay Full time

:
**General Information**:
**ONTARIO HUMAN RIGHTS CODE**: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:

- Photos
- Any certificates that have photo identification
- Driver’s licences
- Police records checks

**ACCOMMODATION**: Reasonable accommodations are available upon request for all parts of the recruitment process.

**PRIVACY**:Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources & Corporate Safety Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866

Application forms must reference the competition number and be submitted to Human Resources by 11:59 p.m. on the closing date.

**Job Description**:
***: Under the general supervision of the Supervisor of Customer Care & Administrative Services, is responsible for the implementation, administration and support of public facing technology and business systems specific to electronic fare management, trip planning, on-demand booking and trip management platforms. Key responsibilities include managing the daily customer experience related to these systems as well as other rider targeted programs, projects and initiatives.

**RESPONSIBILITIES**:

- Leads implementation efforts of new projects and initiatives along with providing on-going administrative and customer support processes for electronic fare management, on-demand trip solutions and other public facing platforms and technologies; effectively troubleshoots and resolves emerging issues and problems involving suppliers, customers, retail partners and organizations.
- Provides technical direction to staff related to, but not limited to, Electronic Fare Management, Specialized Transit Administration and key transit projects/initiatives.
- Assesses processes; identifies and analyzes alternatives and recommends actions related to strategic and tactical plans and projects.
- Conducts operational audits/best practice reviews and recommends/implements corrective actions and business process re-engineering ideas.
- Manages customer experience and expectations related to electronic transit systems by providing education and guidance throughout the client sales and/or system utilization journey.
- Prepares and presents comprehensive reports on research findings, statistics, KPIs and benchmarking/best practices; makes recommendations relating to the implementation and improvement of new and existing systems and services.
- Assists in creating policies and procedures, develops and maintains procedures manuals, training and orientation materials.
- Leads training sessions for appropriate external and internal user groups related to the requirements of the Section and Division.
- Collaborates with Supervisor to manage the quality, consistency and effectiveness of external transit communications including web, social media channels and maintains a high standard of public relations at all times.
- Participates as part of the Transit Services team in developing, implementing, maintaining and evaluating short and long range Transit system goals and objectives.
- Participates in the delivery of public consultation and education efforts, makes presentations and communicates on transit plans, projects and initiatives.
- Develops and maintains effective and cooperative relationships with clients, vendors, suppliers, committees, other municipalities and government agencies.
- Leads continuous improvement functions while working with both specialized and conventional Transit operations to increase overall system capabilities and resource utilization.
- Participates in the hiring and training process of Division staff, as required.
- Acts for and/or represents the Supervisor, as required.
- Performs such other related duties as may be assigned.

**QUALIFICATIONS**:
**Education/Experience**:

- Degree in business administration or a related discipline together with three years’ experience performing duties related to the major responsibilities listed, preferably in a public transportation, customer service and/or municipal environment; or
- Diploma in business administration or a related discipline together with five years’ experience performing duties related to the major responsibilities listed, preferably in a public transportation, customer service and/or municipal environment
- Knowledge and/or experience with client service focused processes related to accounts receivables, cash handling, sales and revenu