Join our Talent Network

Customer Journey Management - Customer Service Manager - 26612

Location: TORONTO, ON, Canada
Posting Start Date: Sep 10, 2021
Posting End Date: Sep 17, 2021


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.
Responsible for managing the Customer Journey Management team and providing customer recovery leadership for irregular operations, ensuring effective and pro-active customer recovery.
  • Provide leadership and direction to the Customer Journey Management team.
  • Responsible for the day-to-day management of CJM operations.
  • Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
  • Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.
  • Support the introduction of new tasks and handling requests, prepare Job Aids and hold briefings with the team.
  • Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.
  • Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.
  • Maintain good relationships and effectively liaise with other departments to ensure we are meeting their expectations and recovery requirements.
  • Implement initiatives designed to improve processes and performance.
  • Support the operation with regards to customer recovery.
  • Manage projects to improve IROP handling as assigned.
  • Ensure consistency of application of customer recovery guidelines.
  • Provide recognition and celebrate individual and team successes.


  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
  • Strong customer and employee focus.
  • Minimum two years Customer Service experience preferable with an airline.
  • Focused on service excellence and continuous improvement, must be creative and innovative thinker.
  • Fundamental understanding of Airline operations, within a network carrier is an asset.
  • Sound understanding of customer accommodation and protection.
  • Genuine desire to contribute to the betterment of Air Canada.
  • Excellent interpersonal skills; conflict resolution and communication skills.
  • Ability to meet deadlines and work under pressure.
  • Ability to work different shift patterns, including weekends and holidays, work overtime if required.
  • Analytical abilities for creative and innovative analysis and problem solving.
  • Motivated, energetic, enthusiastic.
  • Knowledge of labor relations and experience in managing a unionized workforce is an asset.
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.