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Manager, Customer Accessibility - 34575

Location: DORVAL, QC, Canada
Posting Start Date: Dec 1, 2023
Posting End Date: Dec 7, 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.

Reporting to the Director, Customer Accessibility, the Manager, Customer Accessibility is accountable to improve accessibility of Air Canada’s services and help lift barriers to air travel. The incumbent is accountable to ensure compliance with relevant regulatory requirements globally and serves as the subject matter expert in delivering an exceptional travel experience to customers with disabilities. 

The Manager, Customer Accessibility is responsible for leading and managing accessibility initiatives. They will investigate and resolve accessibility-related incidents and issues, provide expert advice and guidance on accessibility risks and regulations, and design and implement strategies and training programs to enhance awareness and compliance on accessibility. The incumbent will also represent Air Canada before advocacy groups and regulators and promote best practices in the industry, developing a deep understanding of customers with disabilities.

This position may be located in Montreal or Toronto.

Responsibilities :

  • Lead, manage and execute accessibility initiatives to remove barriers and improve services, guiding operational branches and teams focused on customer service excellence, as well as through accessibility champions across the company
  • Lead in-depth investigations of accessibility-related incidents i.e., refusal to transport, lost or damaged mobility aids, failure to provide assistance in the airport. Identify policy, process and/or systemic gaps and recommend corrective actions
  • Identify accessibility-related safety concerns, issues, incidents or hazards and be accountable to implement corrective actions in collaboration with operational branches
  • Provide sound, objective and expert advice regarding accessibility risks and mitigations, coordinating closely with the Legal Department, and with operational branches regarding policies and practices 
  • Act as subject matter expert to support operational groups with urgent operational accessibility questions and regulatory complaints or investigations
  • Design and implement strategies to enhance awareness of priorities around accessibility across the company, promote employee engagement to support corporate culture change and overall commitment to accessibility and encourage a behavioral shift that promotes accessibility throughout the customer journey
  • Lead training initiatives on accessibility in collaboration with all stakeholders, in support of new policies, procedures and identified gaps. Collaborate with Training Design and Delivery teams to implement and deliver training programs 
  • Accountable to drill down on accessibility failures in detail and turn detailed findings into concrete recommendations for changes to policy/procedure/training/equipment
  • Represent Air Canada before advocacy groups for customers with disabilities, including through advisory committees, and develop a deep understanding of the needs of customers with disabilities
  • Conduct station visits, support station openings/restarts/ transitions to promote compliance with accessibility regulations and company procedure  
  • Develop and monitor tracking and compliance data to determine our level of service and communicate this to stakeholders; establish action plans as needed to address shortcomings and to strive for excellence
  • Support the Director in representing Air Canada in discussions with regulators and international workgroups promoting accessible travel, staying abreast of regulatory changes and best practices in accessibility and taking a leadership role to promote the removal of barriers at Air Canada and across the industry
  • Manage accessibility data and reports for operational needs and committee meetings
  • Maintain a centralized repository of regulatory requirements in all markets we serve as it relates to assisting customers with disabilities 
  • All other duties as assigned


  • University degree in related field or equivalent experience
  • Deep understanding of airline operations
  • 5-10 years relevant experience in accessibility. Experience may be gained through employment, volunteer work, education and/or lived experience 
  • Experience in managing and implementing initiatives, policies and procedures in a large and complex organization 
  • Experience in conducting audits, assessments and evaluations, an asset
  • Experience in developing and delivering training programs and materials, an asset 
  • Experience in collaborating with internal and external stakeholders, including persons with disabilities, on accessibility issues and solutions 
  • Excellent project management skills and/or in change management, an asset 
  • Experience developing strategies that meet department goals within budget and established timelines
  • Knowledge of Microsoft Office applications such as Word, Excel and PowerPoint
  • Excellent verbal and written communication skills 
  • Ability to handle multiple tasks with accuracy and diplomacy 
  • Detail oriented and possess effective organizational and administrative skills 
  • Ability to work independently and in a team environment
  • Knowledge of accessibility legal and regulatory framework applicable to Air Canada
  • Exhibit Air Canada’s values of Safety First, Always; Care & Class; and Win as One  
  • Based on equals, preference will be given to bilingual candidates
  • Based on equals, preference will be given to candidates with lived experience with disability 
  • Must be willing to work flexible hours and be available to respond on short-notice, after hours and on weekends or holidays, as operationally required

Working Conditions : 

  • Position required to be on-site minimum 3 days a week 
  • Work in a variety of settings, such as offices and airport environment
  • Travel frequently within and outside Canada 
  • Work under pressure and tight deadlines, balancing multiple priorities and demands, and adapting to changing situations and needs
  • Collaborate and communicate effectively with a diverse range of people, including persons with disabilities, senior management, front-line employees and external organizations

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.