Customer Experience Manager – Airports

As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to

become a top ten global airline. Your priority will be to ensure the airline safely delivers on and exceeds our

customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable

environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to

anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.

The Customer Experience Manager role will provide the opportunity to work in various areas such as: Station

Operations, Airside/Ramp/Apron Operations, Baggage Services, Staff Deployment/Planning & In-Terminal

Operations as well as interactions and oversight over Third Party service vendors, GHAs. In all areas you will be

managing both our customers experience and providing leadership to our unionized employees (IBT)

Your deliverables will include:

• Representing our brand and company vision for customer service excellence;

• Understanding our internal and external customers by anticipating needs and delivering on promises;

• Caring for our customers in difficult situations;

• Building and nurturing trusting relationships. Fostering employee development by empowering, coaching,

and supporting our team to be their very best,

• Managing front line unionized employees belonging to IBT

• Working indoors or outdoors if applicable;

• 24-hour Airport operations will require shift work/weekends and holidays;

Skills & Abilities required are:

• A minimum of two years previous people management experience;

• Managerial Courage to make difficult decision to ensure operational integrity, safety, and an on-time

performance;

• Ability to work flexible schedules (24-hour Airport Operation/ Shift work/Weekends and Holidays);

• Ability to successfully obtain Airport specific badging and seals (Security clearance and USCBP clearance

required)

• Ability to lift 50lbs;

• Ability to walk long distances and stand for long periods;

• Effective Decision Making in a timely manner during stressful situations

• Strong interpersonal skills (organizational, team oriented & focused)

• Entrepreneurial & self-managed abilities;

• A genuine passion for creating and leading a global top ten Airline customer and employee experience ;

• Ability to develop trust and rapport while providing employees performance coaching;

• An entrepreneurial, energetic and tenacious attitude;

• Ability to adapt to new technology and to share that knowledge;

Linguistic Requirements:

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

Please refer to the Air Canada Careers page for full job details.