Customer Experience Manager

GardaWorld • Toronto, ON

12d • CA$75,000 - CA$85,000 • Onsite

About The Position

As a Customer Experience Manager, you will be in a key leadership role responsible for managing the Facilitator team. You will ensure the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the facilitation of passengers, addressing customer concerns, and collaborating with internal and external stakeholders to enhance customer satisfaction and experience.

Requirements

• Post-secondary education or equivalent work experience.
• A minimum of 1-3 years of experience working in the aviation industry, or similar service
• Fluency in both English and French
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
• Excellent interpersonal and communication skills, with a customer-centric approach.
• Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
• Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).

Nice To Haves

• Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
• Experience working with Indigenous peoples, the LGBTQ community, and diverse populations.

Responsibilities

• Provide leadership, guidance, and support to the Facilitator team.
• Establish performance expectations, track progress, and offer continuous coaching and feedback.
• Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
• Conduct regular team meetings and individual performance evaluations.
• Monitor and improve the efficiency of passenger flow, queue management, and wait times.
• Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
• Act as a primary point of contact for escalations and coordination with relevant stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree