Job Description
As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to be 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.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Responsible for all areas of regulatory, finance and safety, ensuring that all Air Canada’s Standard Operating Procedures (SOP’s) are adhered to (both Above the Wing & Below the Wing staff);
Co-ordinates operational activities with contracted Ground Handlers at these stations;
Responsible for individual performance management, identification of developmental needs and management of under-performance by coaching and counselling third parties;
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,
Embodying and modelling our Air Canada Flight Path, behavior:
Treating customers and employees with care & class;
Demonstrating to employees how we are building a top ten global airline and how to create customer loyalty, daily;
Ensuring all Air Canada family members provide glowing-hearted hospitality at all customer touchpoints;
Understanding, following and promoting Air Canada’s safety first, always culture & ensuring a safe environment for our customers and colleagues.
Job Requirements
Effective decision making
Strong interpersonal skills (organizational, team oriented & focused)
Entrepreneurial & self-managed abilities
A minimum of two years previous Customer Service management experience;
A genuine passion for creating and leading a global top ten Airline customer and employee experience;
Ability to develop trust and rapport
An entrepreneurial, energetic and tenacious attitude;
Ability to work flexible schedules
Ability to adapt to new technology and to share that knowledge;
Must be eligible to obtain necessary credentials and clearances including (FAA, TSA, Port Authority, U.S. Customs Seals and U.S. Postal)
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