Description
About FLOW ConsortiumFLOW Consortium is responsible for the operation and maintenance of Lines 3, 4, 5, and 6 of the Riyadh Metro, representing the largest metro operation and maintenance package in the Kingdom and one of the world's most advanced urban transit systems. Formed through a strategic partnership between Hitachi, Alstom, and Ferrovie dello Stato Italiane, FLOW brings together global expertise, proven delivery capability, and deep operational experience in managing complex, high-capacity rail networks.At the heart of our work is Riyadh, the capital of Saudi Arabia and a city driving ambitious transformation under Vision 2030. Operating within a highly integrated and dynamic environment, FLOW demonstrates strong coordination, disciplined execution, and consistent performance.We are committed to delivering safe, reliable, and efficient services while upholding world-class standards in operational excellence, governance, and customer experience. Through our work, we contribute to building a modern, connected, and sustainable urban mobility ecosystem for Riyadh's future.PurposeThe Train Ambassador is responsible for ensuring the safe, efficient, and customer-focused operation of Metro services by supporting passengers throughout their journey and responding effectively to operational incidents and emergencies. The role combines exceptional customer service with safety-critical operational responsibilities, including train rescue, emergency response, manual train operation, and passenger evacuation, ensuring service continuity and passenger safety.Job DescriptionDeliver outstanding customer service and provide assistance to passengers throughout the Metro journey. Operate passenger or maintenance vehicles as required while maintaining competence in manual train operation. Support train rescue operations and respond to operational incidents, failures, and emergency situations. Report onboard faults, equipment failures, and operational issues to support timely resolution. Communicate safety information and operational updates clearly to passengers using approved communication channels. Assist passengers with accessibility needs and ensure a safe and inclusive travel experience. Carry out emergency procedures, including train evacuation and service recovery activities. Perform shift duties and support operational requirements across the Metro network on a 24/7 basis. Key Accountability AreasCustomer Service Excellence: Deliver a safe, professional, and customer-focused experience while assisting passengers throughout their journey. Train Operations Support: Support the safe operation of Metro services, including manual train operation and operational recovery activities. Emergency Response: Respond effectively to incidents, train failures, emergencies, and evacuation scenarios to ensure passenger safety. Train Rescue Operations: Carry out train rescue duties and support service restoration following operational disruptions. Safety-Critical Operations: Perform safety-critical duties in accordance with railway operating procedures and regulatory requirements. Passenger Communication: Deliver timely, accurate, and clear information to passengers during normal and disrupted operations. Operational Reporting: Identify and report faults, equipment failures, and operational issues to support maintenance and service reliability. Accessibility Support: Assist passengers with reduced mobility and special accessibility needs while maintaining excellent customer care. Compliance and Safety: Ensure full compliance with operational procedures, safety standards, and company policies at all times. Knowledge and ExperienceMinimum 1 year of experience in a customer-facing operational environment.Ability to communicate effectively in English.