Manager, Customer Communications

Career Opportunity

Looking for a new and exciting job opportunity? We are looking for a Manager, Customer Communications to join our team!

What You Will Do

Reporting to the Director, Customer Experience within the Marketing and Customer Experience team, you will be accountable for customer communications across the TTC; this includes website, print, photography and digital communications. You will manage a team of communications professionals and be responsible for leading the planning, development, execution, and analysis of the annual communications plan for the Customer Communications team. Within that plan, you will be responsible for a variety of TTC customer information projects, designed to educate TTC customers of services, schedules and policies as well as increase ridership and drive loyalty. You will have a strong background in website UX/UI, taking corporate communications and writing them into customer communications, supporting speaking notes for the call centre and copy writing/editing for corporate reports.

You will also be responsible for providing writing support to other corporate departments related to reports for the TTC Board, developing briefing notes and frequently asked question documents for the TTC's Customer Service Centre and Wheel-Trans Customer Service teams. Your team is also the go-to for helping communicate closures and diversions and other service changes; including writing content for X and the TTC's other social media accounts, website and email notifications. This means that you'll work with a number of other parts of the organization, including: Closures and Diversions, Service Planning, Transit Control, IT and the Diversity and Inclusion teams, to name a few. In addition, as Manager, you will hold key roles in crisis communications and interactions with Corporate Communications and perform other duties as assigned.

As well, the group and TTC will be relying on your business acumen and ability to connect the dots as you work with other organizations like neighbouring transit system partners, the City of Toronto, Metrolinx and other colleagues at public/not-for-profit organizations. There are a lot of competing demands and as business savvy incumbent, you will lead the TTC to partner in ways that create an innovative customer experience on the TTC and beyond.

As a TTC employee, you will be responsible for promoting a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. You will help to build an inclusive and accessible work and service environment for all employees and customers and ensure the needs of employees and customers are accommodated in accordance with TTC's commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC's policies. You will also be participating in the TTC Customer Service Ambassador Program.

What Skills Do You Bring?

What Qualifications Do You Bring?

• Completion of a university degree or college diploma in a relevant discipline (Marketing, Communications, etc.) or a combination of education, training and experience deemed to be equivalent;
• Seasoned experience in marketing, brand management and dealing with advertising agencies is required.
• 5+ years of experience at a manager level
• Experience working in the public sector considered an asset
• Experience managing the day to day communication projects and campaigns, ensuring consistency in messaging across channels
• Demonstrated ability to execute communications plans and measure their effectiveness
• Excellent written and verbal communications skills
• Oversee and approve the creation of all customer communications materials
• Review and edit communications plans and materials developed by the communications specialists
• Direct experience developing key messages for specific audiences
• Ability to manage multiple projects simultaneously and meet deadlines
• Strong ability to build and maintain relationships with various stakeholders
• Capable of developing long-term communications strategies
• Knowledge of various media, layout, graphics, design and production processes;
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

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 TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• 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.
• 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.

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. Any information received related to an accommodation will be addressed confidentially.