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)

Qualifications:

• Managerial Courage to make difficult decision to ensure operational integrity, safety, and an on-time performance
• Effective Decision Making in a timely manner during stressful situations
• Entrepreneurial & self-managed abilities
• A genuine passion for creating and leading a global top ten Airline customer and employee experience
• Ability to walk long distances and stand for long periods
• Ability to lift 50lbs
• An entrepreneurial, energetic and tenacious attitude
• Ability to develop trust and rapport while providing employees performance coaching
• 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)
• Strong interpersonal skills (organizational, team oriented & focused)
• Ability to adapt to new technology and to share that knowledge
• Possess at least a high school diploma
• A minimum of two years previous people management experience

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