Customer Experience Manager

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Actively support and supervise the daily Operations at the airport to ensure safe and secure and
customer oriented service under the direction of the Airport Manager.

Responsibilities:

• Supervise the daily operations of the respective station(s), including above and below
  the wing activities, SMS and other applicable regulatory authorities including a strong
  partnership with the branch safety team.
• Plan employee schedule development and anticipate, identify, as well as, resolve
  staffing issues with a results-oriented approach.
• Promote safety in all operations and ensure that the safety, security and service
  standards are observed, monitored and practiced consistently and in compliance, by
  reporting incidents/accidents promptly and efficiently
• Coordinate/Support all audits and to ensure identification of root cause and
  implementation of corrective measures to address any vulnerabilities or opportunities
  found and measure effectiveness.
• Coordinate Emergency Response Procedures with HQ and Star Alliance Partners as well
  as Airport Authority and Handling Agents. Maintain accurate Manuals and participate in
  Emergency Procedure Training.
• Monitor results (OTP, PAWOB, Overcatering, etc.) and implement corrective actions
  when required to ensure optimal result working closely with all relevant stakeholders
  and HQ Team and ensure Deliver on our customer promise especially in case of
  irregular Operations (delays, cancellations, Denied Boarding Cases, etc.)
• Ensure regular communication with all appropriate operational groups to stay abreast of
  any change in activities and needs, especially during IRROPS, and ensure customers are
  informed and addressed, with care and class.
• Hold new employee training to ensure a consistent understanding and approach
  regarding Air Canada product and services workshops.
• Participate in negotiating ground handling contracts to ensure a cost-efficient and safe
  operation in order to ensure quality service delivery per signed contract.
• Coordinate activities with Star Alliance Partners making sure CodeShare Agreements
  and procedures are correctly reflected. Attend SAAT meetings to defend Air Canada\’s
  interests at the Airport
• Represent Air Canada at meetings and workshops with various Authorities and defend
  Air Canada\’s interests
• Monitor, maintain and report on Budgets, Cost Control, Accounting activities

NOTE: MAY INCLUDE OTHER RELATED TASKS.

Qualifications

• Bachelor\’s degree or equivalent in a relevant field with at least 2 years of experience in
  a leadership role and/or experience in the airline industry
• Strong understanding of airport operations and passenger movements
• Excellent verbal and written communication skills with the ability to converse with all
  levels of an organization as well as high-ranked external figures, with care and class
• Able to respond, influence and proactively create mutually acceptable solutions, always
  with Air Canada best interests in mind
• Must have ability to work shift, weekend and statutory holidays and work beyond
  rostered hours due to irregular flight operations
• Strong commitment to teamwork & commitment to employee engagement
• Excellent Interpersonal skills
• Possess an energetic and tenacious attitude
• German and English language skills
• Demonstrate passion for travel
• Advance knowledge of Word, Excel
• Advance knowledge of Departure Control System (DCS); knowledge of ALTEA system,
  an asset.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees\‘ unique contributions to our company\’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted