Customer Experience Manager - Airports

Air Canada•San Francisco, CA

37d

About The Position

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. 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, & 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 front-line employees. Your deliverables will include:

Requirements

Possess at least a high school diploma
A minimum of two years previous people management experience
Possess a valid drivers license to travel as required
Managerial Courage to make difficult decisions to ensure operational integrity, safety, and an on-time performance
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)
Ability to lift 50lbs
Ability to walk long distances and stand for long periods
Effective Decision Making in a timely manner during stressful situations
Strong interpersonal skills (organizational, team oriented & focused)
Entrepreneurial & self-managed abilities
A genuine passion for creating and leading a global top ten Airline customer and employee experience
Ability to develop trust and rapport while providing performance coaching to front-line employees
An entrepreneurial, energetic and tenacious attitude
Ability to adapt to new technology and to share that knowledge
Customs Seal required and is subject to approval by U.S. Customs and Border Protection and/or third-party equivalent.
USCBP clearance required

Responsibilities

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
Overseeing the airport station operation
Working indoors and outdoors to support operational needs, in any type of weather conditions
24-hour Airport operations will require shift work/weekends and holidays

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