Program Manager, Business & Administrative Services

The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Program Mgr, Business & Administrative Services
Reporting to the Deputy General Manager, Business Services, this position provides managerial leadership for Durham Region Transit's (DRT) on-site customer service functions, various fare media administration processes, and administrative services that support Operations and Maintenance. The role oversees front counter operations, PRESTO and concession-related processes, lost and found, vault and cash handling controls, DRT Point-of-Sale locations and there expansions, escalated complaint procedures, information retention, key account management, uniform administration, and transit-specific matters while liaising closely with Service Durham/311 and Corporate Communications. Through day-to-day leadership of staff, service monitoring, and process improvement, the role helps ensure customer-facing and administrative services are delivered consistently, securely, and in a manner that supports operational continuity and public confidence. Critically, this is a dynamic role, that will need to adapt to new challenges and issues as they arise and be comfortable with the unknown. The incumbent will:

- Oversee customer transactions by ensuring front counter staff process transit-related purchases, replacements, and refunds accurately; assist with customer-based PRESTO troubleshooting
- Manage physical cash controls and coordinate with Finance and contracted service providers as required to safeguard public funds and support auditability
- Manage lost and found operations ensuring appropriate privacy and security of items
- Administer Transit Affordability Program (TAP) and coordination, training, and oversight of staff and/or third-party service providers delivering TAP to residents who benefit from the TAP fare subsidy
- Manage fare media distribution points ensuring fare products and system remain accessible to customers across the Region in a controlled and consistent manner
- Engage partners to expand point of sale (POS) locations across the Region and provide training and ongoing assistance to partner locations to ensure the customer experience remains consistent and convenient
- Monitor service volumes, wait times, PRESTO exceptions, transaction issues, and recurring customer concerns
- Serve as the primary lead for customer-level PRESTO administration including the review of concession eligibility and rules
- Collaborate with Economic Development to identify and connect with community organizations, institutions, and private-sector businesses to market public transit opportunities and services and engaging with relevant DRT teams to share leads and opportunities to enhance transit ridership, community awareness, and economic development
- Manage internal support services such as uniform ordering and distribution, office supply ordering, fuel card reconciliation, vacation pick administration, printing and posting of operational information
- Oversee general inquires such as Charter services, fare arrangements, shuttle services, kiosk locations, or customer or partner-specific service needs; oversee pass allocation and distribution processes for institutional programs, including high-volume coordination with PRESTO, student associations or institutional contacts, DRT Ambassadors, and internal staff to ensure enrolment data, product setup, fraud-monitoring requirements, and timelines are managed effectively
- Monitor ridership, utilization, program participation, and customer or partner feedback associated with established accounts, and recommending adjustments where service levels, controls, or outcomes are not meeting expectations
- Other duties as assigned

The successful applicant will possess:

- Bachelor's degree in Business Administration, Public Administration, Social Sciences or a related field or an equivalent combination of education and experience
- 5+ years in a similar role or 7+ years in transferable roles across government, preferably municipal, transit, and/or customer facing in a large organizational setting.
- Experience leading staff or teams, particularly within a unionized environment as well as experience dealing with Point of Sale (POS) operations
- Advanced skills with MS Office applications, the internet and email systems
- Demonstrated skills with planning, advertising, report writing and policy development
- Advanced customer service and conflict resolution skills coupled with excellent attention to detail and accuracy
- Demonstrated time management skills including the ability to prioritize demands, problem solve, and meet customer service standards and deadlines
- Excellent interpersonal and decision-making skills exercising tact, professionalism and sound judgement; demonstrated ability to maintain confidentiality and manage confidential information effectively and appropriately
- Ability to work in either a team setting or independently with minimal supervision and demonstrate initiative by anticipating needs and working in a pro-active manner
- Ability to be empathetic, flexible and able to work in a political environment with sensitive information
- Respectful collaboration with colleagues and customers from diverse backgrounds and experiences

Management & Exempt Salary Grade 6
- Salary: $109,894 to $137,367 per annum

Conditions of Employment
All applicants are expected to comply with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. Proof of education, qualifications and any other job bona fide requirements will be required prior to start date.

External Application Process
Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank all applicants; however, only those being considered will be contacted. Please apply online (www.durham.ca) no later than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: RecruitingHelp@durham.ca and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies. Please note that resumes should not be sent to RecruitingHelp@durham.ca.

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The Region of Durham may utilize artificial intelligence to assist in the preliminary assessment of applicant qualifications and submitted materials. These tools are used for the purpose of supporting and enhancing an evaluation by a human decision-maker and any information provided by AI to a human decision-maker is not determinative. Final decisions are made solely by authorized human decision-makers.