Join our Talent Network

Manager, Customer Service Delivery Excellence - Airports - 34889

Location: TORONTO, ON, Canada
Posting Start Date: Feb 15, 2024
Posting End Date: Feb 29, 2024


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 Dir, Customer Service Delivery Excellence, the incumbent will maintain existing and create new and enhanced policies and procedures for Airports In-Terminal and Airside, in compliance with IOSA, TC and other applicable authorities.

Key Functions:

  • Provide Airport functional expertise and customer service perspective to Marketing and other internal customers to ensure that new policies, products and services can be delivered consistently system-wide. 
  • Work closely with Data team and QA to identify areas requiring additional focus to ensure consistencies across all airports globally.
  • Work closely with relevant stakeholders to collect and use information for improved business and operational performance.
  • Evaluate existing and/or new processes.
  • Take over current projects and see them through to implementation.
  • Assume the leadership of the In-Terminal processes and procedures.
  • Work with key stakeholders and team members to develop simple, cost efficient processes and procedures to support In-Terminal enhancements and airport or industry initiatives.
  • Maintain reference information, publications, bulletins and other communication vehicles, in both official languages.
  • Respond to questions from frontline Customer Experience and staff, ensuring any communication forums are updated and re-communicated.
  • Investigate and resolve performance shortfalls and procedural weaknesses related to customer processing and service.
  • Ensure Corporate Safety and Security standards are observed and practiced consistently.
  • Interface with other departments and outside suppliers to meet Airport Customer Experience and Airside operational requirements.
  • Establish and maintain professional relationships with field managers, procedure coordinators and many other departments.
  • Represent AC at IATA, STAR, SITA, A4A, A++ meetings and communicate AC’s position to influence the development of airline industry standards that will align with Air Canada’s corporate goals.
  • Review Safety initiatives, ensure adherence to Corporate and Government standards.
  • Ensure Safety, Security and Service standards are observed, monitored and practiced consistently. Work closely with the Airport Safety organization.
  • Compliance with standards of IOSA, SMS and other applicable authorities. Assure good and safe processes and procedures in the airport operations. Ensure that risks related to Safety are addressed, root cause identified and corrective measures implemented.
  • Develop and implement performance improvement strategies and procedures.
  • Participate in meetings, workshops, and conference calls as required.
  • Develop ad hoc contingency support procedures for extraordinary events.


  • Possess at least a high school diploma
  • Strong knowledge of Air Canada products, policies and procedures
  • Strong knowledge of systems and applications applicable to airport operations
  • Must be a self-starter and able to identify and action areas for improvements.
  • Provide strong leadership and direction in Airports initiatives along with leading a team of managers
  • Ability to create product briefs and briefing documents for Airports
  • Project management skills an asset
  • Background in Customer Service, Baggage and Ramp operations with strong experience in Airport functions.
  • Excellent communication skills, both written and verbal
  • Advance knowledge of Office 365
  • Ability to meet deadlines and work under pressure.
  • Highly flexible and adaptable
  • Ability to work independently
  • Excellent Interpersonal skills
  • Demonstrate leadership, teamwork, and collaboration skills, able to work with diverse groups and working styles 
  • Possess investigative nature, independent and self-motivated 
  • Flexibility and willingness to work extended hours and travel when required.

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.