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Manager, Customer Service Delivery Excellence – Airports - 26982

Location: TORONTO, ON, Canada
Posting Start Date: Oct 13, 2021
Posting End Date: Oct 20, 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.


Reporting to the Director, 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.
  • 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.
  • Take over current projects and see them through to implementation.
  • Assume the leadership of the Airports Airside Service and In-Terminal processes and procedures.
  • Work with key stakeholders and team members to develop simple, cost efficient processes and procedures to support In-Terminal, Airside 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 Airside 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.
  • Provide oversight in maintaining of AC Publications relevant to Baggage Services, Aircraft Services, De-Ice and In-Terminal Services.
  • 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.
Specific areas of focus include managing and oversight of:
  • All airport processes relating to In-Terminal and Airside operations
  • All Safety and Security procedures
  • Oversee GFC process
  • Regulatory compliance
  • Maintain ACPedia content
  • Oversight of Special handling requests including WEAPs, PETC, AVIH, MEDA
  • All applications used by airports employees in relation to Airside OPS
  • Managing of Joint ventures
  • Premium Products including MLL and BMW service procedures
  • All ticketing procedures such as fares, rebooking policies with OAL
  • All ramp operations procedures and equipment that is used
  • Maintaining of publications/manuals involving ramp operations, equipment and ATW system outage










  • 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
  • Must be able to travel frequently
  • Excellent Interpersonal skills
  • De-ice program as applicable
  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
  • 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 responsibly 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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