New Posting - Air Canada

Manager Passenger Movement - Toronto
Air Canada - Toronto, ON

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. Scope of position:  Responsible for the system-widedirection for irregular operations from a customer perspective with an emphasis on preserving/successful completion of passenger movement for Air Canada, Rouge, Jazz, and Sky Regional. Recommend recovery options based on customer centric approach. Provide strategic direction and support to SOC, CJM, Airports and Call Centers. Coordinate and ensure implementation of customer recovery plans including rebooking, communication and compensation. Key Function & Accountabilities  Provide passenger specific direction and support to the Manager, System Operations Control and working on a consultative basis, develop strategic customer centric recovery plans. Ensure the timely communication of passenger movement initiatives and provide direction to CJM and the System Operations Control group to ensure successful deployment. Develop, manage and initiate communication using various vehicles such as voice, text, web and airport gate communication tools. Provide leadership regarding investigations and evaluations of customer situations with SOC, Flight Operations, In-Flight, Air Canada Vacations, Corporate Communications, Airports and Call Centers designates to determine action plans for customer recovery during irops/service failures. Assess customer impact in anticipated major irop events in order to propose customer journey based recovery solutions. Institute added flying options to bypass affected station(s) during irops. Determine on a consultative basis with Revenue Management Operations potential incremental revenue or downgauge opportunities based on stronger/weaker forecast revenue demands, and fleet and crewing availability. Evaluate the applicability of AC.com travel advisories and authorize issuance as required. Determine and communicate airport requirements to hotel & ground transportation vendor based on anticipated disruption. Ensure timely communication and oversee the implementation of recovery action plans with customer service teams. Ensure Corporate Communications are briefed on timely customer-focused operational updates with respect to irregular operation customer impact issues which could result in media attention. Qualifications Minimum four years of Customer Service experience within an International Airline.  Demonstrated understanding and working knowledge of Air Canada schedule, and product offers.  Proven decision maker and capable of multi tasking in very stressful situations.  Ability to work all different types of shift patterns, including weekends, and holidays.  Proficient in RES III, Microsoft, Communicator, applications.  Ability to interpret, and understand International rules, policies, and laws in regards to passenger rights.  LINGUISTIC REQUIREMENTS  Based on equal qualifications, preference will be given to bilingual candidates. At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. Air Canada thanks all candidates for their interest, however, only those selected to continue in the process will be contacted . Job Passenger Services / Customer Service Primary Location CA-ON-TORONTO-YYZ Schedule Full-time Job Posting Start Date & Job Posting End Date: Mar 10, 2014, 12:15:37 PM