Manager, Contracted Taxi Services

JOB INFORMATION

Requisition ID: 13573 
Number of Vacancies: 1 
Department: Wheel-Trans Transportation (20000018) - Taxi Administration (30000378) 
Salary Information:  $115,570.00  -  $144,526.20
Pay Scale Group:  10SA
Employment Type:  Regular (On-Site)
New or Existing Vacancy:Existing

Weekly Hours:  35 Off Days:     Shift:  
Posted On: August 27, 2026
Last Day to Apply: September 2, 2026
Reports to: Head, Wheel-Trans

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan -  Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

The full Plan can be viewed on ttc.ca.

Career Opportunity

Looking for a new and exciting opportunity where you can make an impact? We are looking for a Manager, Contracted Taxi Services to join the team in our Wheel-Trans Department!

What You Will Do

In this role you will be responsible for ensuring efficient and high-quality services are provided to customers using contracted taxi services. You will ensure contracted taxi services are planned and delivered in the most efficient and cost-effective manner. Contracted taxi services provide a significant level of overall Wheel-Trans services and in this role, you will be essential in ensuring Wheel-Trans services keep our city moving.

Other responsibilities of your role will include:

• You will oversee Wheel-Trans service delivery and performance by ensuring safe, efficient, and high-quality contracted transportation services by monitoring service performance, scheduling parameters, customer service standards, and regulatory compliance, while implementing operational improvements as needed.
• You will manage contractor performance and customer service issues by investigating and resolving customer complaints, contractor and driver performance concerns, and service-related incidents; implementing corrective actions and monitoring contractor performance through audits, KPIs, and performance reviews.
• You will lead contract procurement and tendering activities to support the development, evaluation, and award of service contracts by preparing procurement documentation, specifications, evaluation criteria, cost estimates, and contract recommendations.
• You will administer contracts and quality assurance programs by managing contract compliance, performance measurement, inspections, audits, and quality assurance initiatives to ensure contractors meet service, operational, and contractual requirements.
• You will manage financial planning and budget performance by developing and monitoring operating budgets, contract expenditures, accruals, and cost controls to ensure services are delivered efficiently and within budget.
• You will provide leadership and staff supervision by supervising and developing the staff responsible for quality assurance, budgeting, and field audits, including performance management, training, coaching, and compliance with human resources policies and collective agreements.
• You will support continuous improvement and strategic initiatives by collaborating with internal stakeholders, including Information Technology Services and Procurement, to implement technology solutions, improve service delivery, develop training programs, prepare reports, and support operational and contractual improvements.
• In this role you are responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers and/or employees with disabilities are accommodated and/or addressed in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer.
• You will be required to participate in the TTC’s Customer Service Ambassador Program. 

What Skills Do You Bring?

• Use office technology, software and applications
• Understand and apply relevant laws and regulations
• Plan and organize activities / projects to meet section and organizational goals
• Apply analytical skills
• Communicate in a variety of mediums

What Qualifications Do You Bring?

• Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
• Sound knowledge of the transit service needs for people with disabilities.
• Sound knowledge of relevant legislation specific to the rights of the disabled community (e.g. Accessibility for Ontarians with Disabilities Act etc.).
• Good general knowledge of contract administration principles, practices and methods and familiarity with contract law.
• Sound judgement plus well-developed problem solving, interpersonal and overall communications skills.
• Strong organizational skills to deal with urgent requirements, tight deadlines, and changing priorities are required.
• Must be proficient with a personal computer and applications related to the work.
• very good communication skills, both verbal and written, including the ability to prepare reports.
• Must be able to work with a high degree of accuracy and meet deadlines.
• 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.
• 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 or Jobs@ttc.ca .  Any information received related to an accommodation will be addressed confidentially.

General Prohibition in Hiring Process

The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses, or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:

• The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
• All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
• During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
• You will not disseminate or disclose to any person any interview question.

Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC’s hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.

Relatives of TTC Employees

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee. 

We thank all applicants for their interest but advise only those selected for an interview will be contacted.