New Posting - Air Canada

Customer Experience Manager – International Operations - 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. This position is accountable for coordinating and implementing Corporate Customer initiatives throughout the International Branch at airports and operations worldwide. The scope also includes supporting the quality and safety auditing of worldwide airports.  Ensure overall performance of customer service for International stations is improved by identifying and defining issues and reviewing and analyzing the shortfalls. Design or implement customer service improvements via communication, monitoring or enforcement of standard operating procedures. Validate changes and enhancements with teams to ensure the business requirements for the reporting tools are understood. Provide support in the development of policy, procedures and delivery of customer service products and services with the end-result of implementing "best practices" in all aspects of Customer Service Delivery. Drive the development, coordination and successful delivery of customer products, services and procedures. Research and implement best demonstrated practices, new methods and procedures as well as new technologies to significantly improve productivity and cost effectiveness of international operations while creating customer value and maintaining highest standards of safety. Ensure compliance with standards of IOSA, SMS and other applicable authorities. Assist and support in managing, developing and delivering cost effective ramp safety training within the International Operations Branch (Asia, Europe, Caribbean, and South America) for AC and rouge. Conduct station safety audits to ensure compliance to AC processes, procedures (SOP’s) and IOSA standards. Assist in overseeing the audit process and support stations in developing and implementing corrective action plans and in using AQD to respond. Assist and support in the delivery of training for seasonal and start up stations for the ramp safety and procedures, operations and systems. Participate in the investigation and reporting of safety related incidents. Ensure effective and timely communication within the team Qualifications Extensive and recent training experience on all fleet aircraft types Detailed and recent knowledge of all aircraft services processes (SOP’s) Sound knowledge of OPS procedures and operating systems used Sound knowledge of SMS and IOSA requirements Ramp / Baggage experience required (world tracer) Experience as a trainer would be an asset Must be willing to travel frequently, for various periods of time (normally up to 2 weeks), short notice Must demonstrate drive, commitment and “can do” attitude Must demonstrate flexibility and ability to think creatively in a challenging operational environment Proven ability/track record in managing multiple tasks, projects and staff on a day-to-day basis Strong leadership and interpersonal skills, ability to work with minimal supervision Highly numerate and literate with PC skills including Powerpoint, Excel, Word 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. For further information, or to apply, please click here