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.

Responsible for managing the Customer Journey Management team, providing customer recovery leadership during disruptions, ensuring effective and pro-active customer recovery strategies are used.

QUALIFICATIONS

• High-school diploma
• Focused on customer service excellence and continuous improvement, must be creative and innovative thinker.
• Fundamental understanding of Airline and Airport operations, processes and procedures.
• Sense of initiative and proactive thinking.
• Strong written, verbal, and interpersonal communication skills.
• Excellent interpersonal skills; conflict resolution, communication and leadership skills.
• Ability to manage time effectively, meet deadlines, and perform well under pressure.
• Ability to work different shift patterns, including weekends and holidays, work overtime if required.
• Have good attendance.
• Analytical thinking and problem-solving abilities
• Motivated, energetic, enthusiastic, creative and innovative
• Knowledge of labor relations and experience in managing a unionized workforce is an asset.
• Excellent working knowledge with MS Office programs, Altea, Communicator, Netline and relevant IT systems used in SOC.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

CONDITIONS OF EMPLOYMENT:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

LINGUISTIC REQUIREMENTS

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

• Provide leadership and direction to the Customer Journey Management (CJM) team.
• Responsible for the day-to-day management of CJM operations.
• Evaluate risk items and work on risk mitigation strategies to support business processes
• Support the introduction of new projects, products and tasks and hold briefings with the team.
• Attend conference calls, communicate and share information with all team members
• Implement initiatives designed to improve processes and performance and identify opportunities for process controls.
• Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
• Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.
• Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.
• Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.
• Maintain good relationships and effectively liaise with other departments and third-party service providers to ensure we are meeting their expectations and recovery requirements.
• Ensure consistency of application of customer recovery guidelines.
• Provide recognition and celebrate individual and team successes.