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Customer Experience Manager - Airports - 33362

Location: SAN FRANCISCO, CA, United States
Posting Start Date: Jun 16, 2023
Posting End Date: Ongoing


Job Description


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, Staff Deployment/Planning & 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 unionized employees (IBT)

Your deliverables will include: 
  • 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, 
  • Managing front line unionized employees belonging to IBT
  • Working indoors or outdoors if applicable;
  • 24-hour Airport operations will require shift work/weekends and holidays;

Your benefits

As one of the leading employers in Canada, we like to ensure our employees are well rewarded with a range of benefits including:  

  • Air Canada staff love to travel and we have one of the most generous employee travel programs in the industry. You will be eligible for travel privileges for yourself and other eligible persons once you’ve completed twenty-eight (28) weeks of service.
  • We value your wellbeing which is why we offer a wide variety of benefit plans, including health and dental, for you and your family.  
  • Training and development tools to help unlock your full potential 


  • A minimum of two years previous people management experience;
  • Managerial Courage to make difficult decision 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 employees performance coaching;
  • An entrepreneurial, energetic and tenacious attitude; 
  • Ability to adapt to new technology and to share that knowledge;
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. 
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.