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Training Design Manager – Contact Centres - 34021

Location: DORVAL, QC, Canada
Posting Start Date: Sep 18, 2023
Posting End Date: Sep 20, 2023


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.

The Training Design Manager, Contact Centres is responsible for the instructional design, development, and maintenance of courseware for front-line employees as well as guiding and supporting multiple internal stakeholders to ensure training objectives are met, guide SMEs on LOU assignments and continually support the CCST Learning Partners and Sr. Instructional Designers, as required.


  • Ensure programs are designed in accordance with the business needs of Contact Centres and are aligned with their overall training strategies and objectives.
  • Ensure programs are designed according to training standards, instructional design processes and adult learning methodologies.  
  • Play an active role in determining the design efforts required to support Contact Centres and ECX training initiatives.
  • Lead and participate in needs assessment/analysis as assigned by the CCST Learning Partners and Sr. Instructional Designers. 
  • Design and develop Instructor-Led, eLearning and Learner-Led content and programs across functions that employ recognized adult learning principles and drive relevant business focused learning outcomes (CC, ECX)  
  • Plan, organize and deliver instructor preparedness programs to qualify instructors on the content of the programs identified for delivery.
  • Determine appropriate measures for evaluating training programs and design/develop tools to assist with the data collection, in collaboration with the business, as required.
  • Develop effective project workplans, monitor progress and provide regular updates to the CCST Learning Partners and Sr. Instructional Designers with respect to milestones and deadlines.
  • Maintain existing programs.
  • Make decisions on the design of instructional and support materials.
  • Make decisions on the application of specific performance and evaluation criteria based on training standards.
  • Follow regulatory standards, where required.
  • Maintain broad industry knowledge and understanding of marketplace trends to develop best-in-class learning solutions 
  • Other duties, as assigned


  • Responsible for making day-to-day decisions on logistical situations within the CCST Design environment.
  • Responsible for making decisions on the application of specific performance and evaluation criteria based on training standards and lesson plans criteria.
  • Responsible for making decisions on the design of instructional and support materials.
  • Coaching and mentoring of Training/Learning Developers on LOU assignment.


  • Recognized university degree, preferably in Education or Adult Education, an asset.
  • Excellent knowledge and experience in the application of the Instructional Design Process along with adult learning methodologies.
  • Minimum 1 year in training development or in a related area.
  • Experience in airline operations and/or customer service preferred.
  • Excellent knowledge of technology required to enable effective online, leader-led, social, virtual and mobile learning experiences.
  • Ability to work under pressure, assess priorities and manage strict deadlines.
  • Proven excellent written and verbal communication skills.
  • Demonstrated ability to work collaboratively with others.

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.