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Customer Success Manager - 34521

Location: Canada
Posting Start Date: Nov 30, 2023
Posting End Date: Dec 14, 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.

As being part of Branch’s Business Process team, and part of our shared services group, the Customer Success Manager reports directly to the Manager, Customer Success. They are considered to have the branch's most advanced pure Business Process Management and Change Management expertise. These positions will have the technical/user know-how of the technology applications deployed across all operating units, and support customer relationship management activities within the assigned business portfolio.

The Customer Success Manager has a depth of knowledge on business processes management required to support the business, while considering the deployed technologies, the optimal processes are proposed to drive the best results for the operations while delivering on customer service commitments. They are also accountable for delivering all assigned project/program related activities within an agreed timeline to support branch commitments.

This position is the foundation of projects/programs intake from the ideation stage through the design/modelling. They are expected to deliver strategic recommendations to product/business owners, to ensure that initiatives/projects are delivered with optimal automation, and the design/modeling outputs. They are also ultimately responsible, for the continuous improvement of deployed processes identified for reworking.
This position requires accountability and joint achievement within the annual committed budget for the branch’s KPI of IVR/VRU Containment Rates, IVR/VRU Utilization Rates, Average Time Spent in IVR, NPS, Customer Service Reports (CSR) and Change/Program Management effectiveness.

Responsibilities :

  • Develop and nurture a positive and collaborative working relationship with colleagues both internal and external to the company and involved in assigned projects/programs.
  • Lead the development of assigned projects/programs required to be deployed in support of approved corporate strategies/initiatives. 
  • As assigned, represent, lead, and work with the branch’s internal customers in the project intake and delivery cycles on approved projects/programs and ensure that customer needs are balanced with the branch capabilities.
  • Act as the voice of the branch’s internal customer on assigned projects/programs throughout the BPM lifecycle, ensuring the branch delivers on all commitments.
  • Support the business process program/project intake requirements with the internal customers and ensure the branch executes based on commitments.
  • Manage project proposal and process development in a timely fashion and always ensure conformance with the overall business process and technology architecture.
  • Responsible for the development and presentation of fact-based findings, solutions, and business cases to senior management both internally and externally.
  • Responsible for the benchmarking of identified market/competitive situations and the development of fact-based findings that could influence/advocate for system improvements, product modifications or training, all intended to improve customer service/recovery programs/processes across the branch.
  • Facilitate/support workshops with cross-functional departments reviewing current/proposed processes and presenting new program/process designs related to assigned projects/programs. 
  • Responsible for undertaking the process reengineering of identified processes/programs all intended to improve/impact efficiency significantly, improve automation, quality, user experience and/or increase revenue opportunities.
  • Develop/champion/obtain approval in the development of all assigned program/project business case(s) and be accountable for the overall delivery of the benefits as outlined/represented in the approved business case.
  • Ensure all business requirements are captured while assisting the Business IT Partner to write up User Stories within the framework of an Agile program delivery.
  • Responsible for providing gap analysis to identify changes required to support Training.
  • Support the Product Owner in optimizing customer experiences for project deliverables. 
  • Timely identify potential risks and issues to be addressed while working in an agile work environment. 
  • Act as a coach and mentor to others in the team and assist in projects as needed.
  • Provide feedback to manager as required.


  • University degree plus a minimum of 5+ years related airline  experience in a process management/improvement/transformation centric role.
  • Strong analytical skills, with an attention to details.
  • Able to quickly analyze, comprehend, and synthesize complex subject matter effectively and competently.
  • Strategic in mindset yet pragmatic in approach.
  • Strong problem solving, conflict resolution and influence skills.
  • Effective facilitator and communicator.
  • Knowledge/experience with continuous improvement methodology and tools (e.g., Six Sigma, Business Process Management).
  • Strong communication skills in the writing of product briefs, business requirements, operational processes, and technical business requirements documents. 
  • Proven abilities to manage changes in a dynamic/agile environment/method. 
    Strong interpersonal skills with demonstrated experience in building and maintaining strong working relationships with various partners across the organization.
  • Demonstrated experience in leading process improvement/process redesign type initiatives through the delivery and steady state.
  • Ability to present complex material/business impacts to executives/senior program stakeholders and negotiate project timelines/trade-offs without compromising the business requirements.
  • High levels of resourcefulness, influence/organizational savvy, execution skills (strategy through implementation), as well as, delivering robust/engaging presentations.
  • Demonstrated ability to effectively manage multiple complex projects/priorities and meet deadlines in a fast-paced environment.
  • Strong computer skills in using the MS Office Suite (Microsoft Word, Excel, Project, Visio).
  • Advance understanding of robust Business Process Mapping/Flows.
  • Bilingual – French and English.

Strong Assets :

  • Six Sigma - Green Belt/Black Belt certification.
  • Detailed understanding of Air Canada’s technology platforms.
  • Exposure to the Global Distribution Systems (Amadeus/Sabre/Travelport).
  • Detailed understanding of Call Centres operational environments.
  • Project management experience or training.
  • Exposure to MS Dynamic or Salesforce or Lucidchart.
  • Familiarity with various Agile/Scrum elements of business delivery.

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.


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