Manager, Customer Experience

The Manager, Customer Experience is responsible for leading and developing on‑train service employees to ensure safe, high‑quality, and consistent customer service across the Corridor. This role oversees regulatory compliance, service delivery (boarding, ticketing, baggage, and onboard support), employee performance, and customer issue resolution. It involves frequent travel across the network, active supervision of frontline operations, coaching, auditing, and contributing to continuous improvement through training, investigations, and project management.

Responsibilities

Operational Oversight (Customer Service Excellence, Regulatory Compliance and Safety)

• Supervises on‑train and station‑based activities in the Corridor to ensure consistent, high‑quality, and safe customer service delivery.
• Conducts regular ride‑alongs and station visits to observe service standards and support frontline teams.
• Ensures timely and efficient ex...