Job Description
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!
PRIMARY PURPOSE:
Supports the Director by participating in the development of Compass strategies and plans, and by overseeing the Compass Operation Solutions function. Provides central management of day-to-day “real time” operational events and escalated situations to foster seamless service for customers. Includes managing reconciliation of Compass customer accounts and resolution of related issues. Also manages testing and compliance with technical specifications for Compass card manufacturing.
KEY ACCOUNTABILITIES:
Supports the Director by participating in the development of Compass strategies and plans, and by continuously assessing Compass policies, practices, processes to optimize day-to-day operations.
Provides central management of day-to-day “real time” operational events and escalated situations to foster seamless service for customers. Involves immediate action and troubleshooting across the enterprise, and continuous interface with the Compass Card and Fare Gate contractor from an operations perspective.
Manages reconciliation of Compass customer accounts and resolution of related issues. Involves overseeing travel history assessment, and issuing refunds for system over-charges and other anomalous card transactions.
Manages compliance with technical specifications for Compass card manufacturing. Liaises with external contractors to ensure products are manufactured and tested to meet established standards and operational requirements within critical deadlines.
Manages development of collateral materials for Compass and related programs. Collaborates with communications and marketing resources to ensure content aligns with terms and conditions of programs, and production meets operational requirements within deadlines.
Manages Operations’ interests in the development and continuous updating of the Compass web presentation layer. Collaborates with systems support and communications resources to ensure that web customer interface is aligned to operational requirements.
Participates with Director and other Compass managers in defining Compass system operations and maintenance requirements, and also provides input regarding future system functionality.
Leads research and initiates innovative concepts for Compass commercialization, and collaborates with strategic sourcing resources on full development from concept to implementation.
Establishes the necessary measures and controls to monitor day-to-day operations and mitigate risks; keep the Director apprised of operational performance at regular intervals; and generate related reports and presentations.
Manages reporting staff, including selection, development, coaching, performance management and all other people management practices.
EDUCATION AND EXPERIENCE:
The requirements for this position would be acquired through a degree in business or a related discipline and seven (7) years of progressive experience in leading commercial operations within a large complex cross-functional environment.
OTHER REQUIREMENTS:
Expert knowledge of the concepts, principles, practices and techniques pertaining to commercial operations.
Advanced communication and interpersonal skills to influence and build critical relationships with other departments and stakeholders across the enterprise, contractors and customers, and to provide senior level of advice, develop reports and deliver presentations.
Advanced problem solving to proactively mitigate risks, and to manage the resolution of “real time” operational issues, events and situations.
Expert planning and organizational skills to develop contingency plans to mitigate impacts associated with service or system delays and failures.
Solid leadership skills to manage reporting staff.
Knowledge of the public transportation industry with a particular focus on fare collection operations is an asset.
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.
37.5 hours per week.
Hybrid
This position offers the flexibility of working both on-site and remotely within B.C.
Salary $111,326 - $139,157 per annum (Actual salary offered will be commensurate with education, experience and internal parity).
The Total Compensation Package includes Extended Health, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility. Focus on your development through training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.
Please click the 'Apply' button at the top right corner of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.
INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.
Posting Date: July 14, 2023
Closing Date: Open until filled
Please note that only those short listed will be contacted.
Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.
TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at jobs@translink.ca.
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