Job Posting Details

Job Opening Number: 107142
Job Requisition Number: 305 
Number of Positions: 1
Job Type: Management and Administration
Job Code: Professional 6, 35
Department: TRANSIT
Division: Transit Development
Hiring Salary Range: $102,784.00 - $115,632.00 per annum
Maximum of Salary Range: $128,480.00 per annum
Job Grade: 006
Job Status and Duration: Full Time (FT), Temporary (T), vacancy for 14.00  months
Hours of Work: 35 Hour work week
Location: Transit Clark Facility
Posting Date: 05/01/2026
Closing Date: 05/06/2026

Reporting to the Manager, Customer Experience, the Project Leader, LRT Customer Experience, is primarily responsible for leading the Hazel McCallion Light Rail Transit line (HML) Customer Experience and Marketing activities, related to the implementation of the HMLRT Phase I from Brampton Gateway Terminal to Port Credit in Mississauga.  This role includes leading and developing operating agreements, processes, standard operating procedures, marketing, communication and social media plans, change management plans, preparing various reports, developing plans and strategies to align with the City’s strategic priorities and protecting the City’s interests. This position will develop, review and approve HML project plans, monitor results and make evidence-based recommendations to Transit leadership. 

Key Responsibilities

STAKEHOLDER COMMUNICATION & RELATIONSHIP MANAGEMENT

• Act as a key source of contact and provide guidance, advice, and support to ensure coordination meets operational needs and corporate service standards.
• Build and maintain relationships with cross-functional departments, teams, and management to support coordination and ensure a thorough understanding of operational needs for the HML.
• Develop and implement strategies useful in improving customer relationships, brand loyalty, and satisfaction for the HML.
• Lead communication planning, key messages, coordinate responses to public inquiries, website and social media messaging for the HML.
• Participate in project coordination and team meetings as required to meet operational needs and timelines.
• Work well within diverse groups in support of operational goals and objectives.
• Participate as a member of cross-functional teams.
• Prepare presentations, briefing memos, corporate reports and other correspondence for senior city staff and members of City Council and Committees of Council on HML matters
• Escalate complex issues to an appropriate level for resolution

STRATEGIC PLANNING & IMPLEMENTATION

• Gather information regarding the direction of the division and the organization to ensure current and future needs are being met.
• Implement changes as they apply to achieving long-term division goals.
• Set out broad goals and objectives according to corporate and departmental strategic plans utilizing a business-oriented and team-based approach.
• Develop, implement and manage plans and strategies to protect the City's interests, including agreements with the City of Mississauga, Metrolinx, and Mobilinx.
• Aligning with City-wide policies, ensuring the necessary supporting research and technical analysis is undertaken.
• Provide support for the annual budgeting process as required.
• Develops and guides implementation planning, preparation and analyses of reports and contracts related to the work and activities of the section.
• Perform other related duties as assigned

RESEARCH, ANALYSIS & PROCESS IMPROVEMENT

• Maintain knowledge of Customer Experience best practices, initiatives, and trends.
• Conduct and review LRT journey mapping, communications, and marketing materials.
• Identify areas for improvement and initiate research, development, and implementation activities to ensure cost efficiencies while maintaining customer service.
• Conduct research using internal and external resources to gain insight into market trends, current programs, processes, and practices to support management and recommend ways to improve business processes, service solutions, and best practices.

DOCUMENTATION & COMPLIANCE

• Create and maintain documentation and ensure necessary signoffs and approvals meet policies and confidentiality.
• Prepare various reports, including project status.
• Maintain knowledge of collective agreements, City policies and practices, legislation, regulations, and Standard Operating Procedures (SOPs).

DECISION MAKING

• This role involves a mix of strategic, operational, and tactical decision-making that directly impacts the efficiency, effectiveness, and customer satisfaction of the HML.
• Decisions on how to implement changes to meet current and future divisional and organizational needs, ensuring long-term goals are achieved.
• Providing input on strategic direction, this will be crucial for decisions about the overarching strategy and vision.
• Decisions regarding the content and approach of HML customer service, journey mapping, communications, and marketing materials.
• Decisions around the application and enforcement of established guidelines.

PROFESSIONAL CONDUCT

• Demonstrate corporate values at all times.

Selection Criteria

Education

• Post-secondary degree or diploma in Business Management, Business Administration, Marketing, Communications or 3-5 years related experience

Experience

• Experience in municipal transit operation is an asset
• Experience with Customer Experience methodology, journey mapping, marketing and communications

Other Skills and Assets

• Demonstrated continuous improvement, change management and business process improvement experience
• Project management methodology and demonstrated expertise, particularly in continuous improvement, business process modelling and information management systems
• Ability to work with deadlines
• Highly developed interpersonal skills; ability to work independently and as part of larger teams
• Excellent interpersonal, time management and communication skills both written and oral (English)
• Ability to identify business needs, initiate and coordinate project resource requests.

Additional Information

Interview:  Our recruitment process may be completed with video conference technology.

**Various tests and/or exams may be administered as part of the selection criteria.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation.  Any changes affecting this position will be communicated as information becomes available. 

If this opportunity matches your interest and experience, please apply online by clicking the apply now button by 05/06/2026 and complete the attached questionnaire.

We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

The City of Brampton uses email to communicate with applicants for open job competitions. It is the applicant's responsibility to include an updated email address that is checked daily and accepts emails from unknown users. Time sensitive correspondence is sent via email (i.e. testing bookings, interview dates) and it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the employment opportunity and your application will be removed from the competition.

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