Keolis provides mobility to over 3.4 billion passengers a year in 15 countries, operating every mode from commuter trains and automated metros to shared bicycles. The almost 1,000 employees of Keolis Canada operate light rail vehicles, urban buses, intercity coaches, and airport shuttles. For over 12 million passengers a year, they make reaching their destination a safe, reliable, and pleasant experience.
Reporting to the Director, Operations, of Keolis Grand River, The Instructor, Operations is accountable for operating Light Rail Vehicles (LRVs) safely and efficiently while also providing operational leadership, coaching, and training to LRV Operators. This role acts as a subject-matter expert for LRV operations, safety procedures, and customer service standards, supporting both frontline operations and training initiatives.
Knowledge and Skills:
• Operate Light Rail Vehicles in a safe, efficient, and customer-focused manner, in accordance with Keolis policies and safety regulations.
• Exceptional organizational and multi-tasking skills required.
• Effective communications skills.
• Strong attention to detail with a focus on quality and safety.
• Able to work effectively as a part of a team as well as independently.
• Proven ability to prioritize and accomplish multiple tasks with tight deadlines while maintaining safety and quality of service.
• Ability to read and understand operations, service and safety manuals.
• Familiarity with Transport Canada regulations considered an asset.
• Strong customer-service orientation with the ability to interact courteously and professionally.
• Excellent verbal and written communication skills in English.
• High attention to detail with a strong focus on safety, quality, and compliance.
Experience
• High school diploma, GED, or equivalent.
• Valid Class G driver’s licence.
• Minimum 5 years of licensed driving experience.
• Minimum 1-year LRV operating experience.
• Previous professional driving or operating experience (strong asset).
• Experienced use of Microsoft Office and other computer skills necessary.
• Ability to follow and apply written and verbal instructions accurately.
• Calm, decisive, and effective response in emergency situations.
• Strong customer-service orientation with the ability to interact courteously and professionally.
• Mechanical aptitude and general understanding of LRV systems and operations.
• Good geographical knowledge of Kitchener and Waterloo.
Key Accountabilities
Lead and coordinate in the delivery of Operations Training materials and documents
• Develop and deliver initial and refresher training for LRV operators, including classroom, yard and mainline.
• Teach complex topics (e.g., signal systems, train protection, traction power isolation basics, braking systems, degraded/abnormal operations, incident response) in accessible, practical ways.
• Create training materials, lesson plans, SOP summaries, and assessments; maintain up-to-date curricula aligned with rule changes.
• Evaluate trainee performance using standardized checklists and objective criteria; document results and follow up on action plans.
• Operate Light Rail Vehicles in a safe, efficient, and customer-focused manner, in accordance with Keolis policies and safety regulations.
• Monitor LRV displays, dials, and indicators to ensure optimal vehicle performance.
• Stop at designated LRV stations and ensure safe door opening and closing procedures.
• Assist passengers with boarding and disembarking when required, including vulnerable customers.
• Communicate with the Central Control Facility (CCF) via radio, providing updates on delays, incidents, or operational issues.
• Conduct pre-service and post-service inspections of LRVs and report defects related to vehicles, stations, or depots.
• Respond appropriately to emergencies, incidents, or service disruptions, following Keolis procedures.
Mentoring, coaching, auditing and compliance
• Act as a Lead Operator and Operations Instructor, providing on-the-job training, coaching, and mentoring to new and existing LRV Operators.
• Support classroom and in-field training related to LRV operations, safety procedures, customer service, and emergency response.
• Evaluate operator performance during training and operational assessments, providing constructive feedback and recommendations.
• Promote a strong safety culture and ensure adherence to operational standards and best practices.
• Assist Operations and Training teams with the development, review, and improvement of training materials, SOPs, and operational procedures.
• Provide one-on-one coaching, ride-along, and skills reinforcement for new and incumbent operators.
• Offer constructive feedback and individualized development plans; support continuous learning and professional growth.
• Model effective communication, situational awareness, and decision-making under pressure.
• Perform scheduled and unscheduled field audits, including rule compliance, speed adherence, station approach/door protocol, and radio procedures.
• Conduct training record audits to ensure credential currency and documentation accuracy.
• Use available operational data (e.g., event recorder logs, telematics, dispatch reports) to verify compliance and inform coaching.
• Conduct post-incident observations and ride checks to assess performance, identify contributing factors, and recommend remedial training.
• Deliver targeted refresher training following incidents, near-misses, or identified trends.
Operational Support and other Requirements
• Serve as a point of contact for frontline operators during shifts, providing guidance and operational support.
• Participate in investigations of incidents, near-misses, or service issues, contributing operational expertise and recommendations.
• Perform other related duties as assigned to support operational excellence.
• Ability to grasp, manipulate, and move objects as required.
• Ability to sit and stand for extended periods of time.
• On-site position.
• 40 hours per week.
• Rotating day, evening, and weekend shifts.
• Regular interaction with the public, including vulnerable persons, and with Keolis employees.
• Exposure to outdoor environments and varying weather conditions.
• Personal Protective Equipment (PPE) required.
