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Manager, Customer Investigations and Resolution - 27686

Location: DORVAL, QC, Canada
Posting Start Date: Jan 4, 2022
Posting End Date: Jan 14, 2022


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.
To establish a framework where customers’ allegations of discrimination/harassment against a Company service delivery or front-line employee will be investigated and resolved in a uniform/expeditious manner across the network.
This position reports directly to the Director, Customer Care and to the Vice-president Customer Contact Centres for specific matters and will work closely and collaboratively and in conjunction with stakeholders from across the company that include the Law, Labour Relations, Human Resources, Training, In-Flight Services, Airports and Contact Centres.  
This position could also be working with external 3rd parties to investigate and attempt early resolution of complaints to avoid escalation. As needed, the person holding the position may act as a witness in legal proceedings.
Acts as a subject matter expert on the service/products failure situations that drive these alleged complaints/claims against the brand. Also, this position champions the reporting out and working with the necessary internal departments to address the potential area of shortfalls that could result in recommendations for training of front-line employees or suggested changes to product process/procedures. Key success within this position requires resolving 90% of the complaints to customer’s satisfaction within 30 days of receipt while handling multiple complaints at one time.  
This position can be located at any of the following work locations in Canada where the branch retains offices – Montreal, Toronto, Calgary or Vancouver.

This position is a key contributor to the success of the branch; it is expected to set the way of the future that enables customers and our employees to realize what is possible.
  • Responsible for the development and implementation of the departmental procedures/practices, service deliveries, training and strategically champion changes that will improve/minimize/eliminate incidents from occurring and lead to improved customer satisfaction.
  • Establish and apply the investigation practice and process, investigate highly sensitive, complex customer complaints and allegations against employees
  • Assume responsibilities on behalf of the Air Canada franchise for carrying out complete investigations of customer complaints that includes but not limited to human rights/racism/physical gesture complaints and employee misconduct allegations arising from an interaction involving the brand.
  • Thoroughly and expeditiously investigate complex complaint allegations from customers against Air Canada employees in a fair, unbiased and consistent manner.  
  • Promote and foster a consultative and problem-solving approach that contributes to the achievements of the goals and objectives of the brand.
  • Conduct research to investigate claims and produce accurate and effective claim summaries and suggest effective resolution within defined parameters.
  • Champion communications/presentations arising from portfolio and as appropriate drive changes across the organization that are intended to reduce/minimize these claims.
  • Serve as the point of contact for issues and concerns, and act as the claims’ investigations subject matter expert.
  • Develop short term and long-term branch/department strategies within area of expertise.
  • Liaise with internal organization departments as necessary to ensure the effective and efficient functioning of the investigation and resolution process.
  • Brings investigations to closure rapidly and definitively.
  • Lead and recommends mitigation strategies; consults with the legal department, Labour Relations and other appropriate HR team members as required.
  • Develop and structure all training and educational material and may be requested to participate and lead training sessions as appropriate.
  • Represent the Company as a witness in court and tribunal proceedings from time to time and as required. 
  • Performs other related duties as may be assigned.

Leadership Attitudes:
  • Analysis & Decision Making - Analyzes problems and situations, and their impacts on the business and its global network. Delivers commercial, fact-based, forward-thinking decisions.  
  • Strategic Thinking - Brings to life our vision of becoming “A Top 10 Airline in Everything We Do”. Aligns personal and workgroup activities to the organization’s strategic goals and leverages our global network and strength to provide value to our customers. 
  • Customer Centricity - Builds and delivers solutions for internal and external customers that meet and exceed their needs, identifying innovative opportunities that will benefit them, creating value added services, and working in partnership with customers to drive the business forward. 
  • Results Orientation - Manages performance, holding self and others accountable to effectively and efficiently complete work responsibilities. Demonstrates initiative, a strong commitment to achieving meaningful results, and acts on opportunities to create value. 
  • Building Collaborative Partnerships - Encourages personal achievement and excellence.  Plays a part in attracting, developing, and retaining top talent.  Ensures that all talent receives mentoring, training, feedback, and development opportunities. 
  • Building Talent - Establishes authentic, genuine and open relationships inside and outside of the organization to build a foundation of influence. Fosters an inclusive culture that makes people feel valued and respected. Works effectively with others across the organization to achieve goals. Ensures that all functions (assigning work, performance management, training and development, succession planning, determining developmental needs, rewarding and disciplining) are conducted in a fair and equitable way. 
  • Adaptability - Responds resourcefully and shows nimbleness when faced with new challenges and demands. Effectively manages the pressures and complexities of various situations. Moves forward positively and productively under conditions of change or uncertainty.


  • College/University Degree or equivalent.
  • 5 to 10 years work experience at the management level within the Customer Care/Customer Recovery environment an asset.
  • Demonstrated ability to work in stressful/conflict situations over long periods of time.
  • Ability to model professionalism and integrity.
  • Capacity to maintain strict confidentiality and handle sensitive information.
  • Ability to pay attention to detail and ensure accuracy and completeness of all investigative material.
  • Excellent written and verbal communication skills with the ability to effectively interact with all stakeholders in English and French.
  • Capability to organize and prioritize tasks in a fast-paced and often hectic working environment, while balancing competing priorities and adapting to the changing needs of the business while, meeting deadlines.
  • Demonstrated knowledge or success in leading case investigation practices, which is predicted on strong conflict resolution and problem-solving resourcefulness/skills.
  • Ability to coach and develop others.
  • Willingness and ability to travel.
  • Understanding of regulations and associated legislation that impacts the assigned portfolio.
  • Proficient in Microsoft Office applications.
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.
  • Mandatory Covid-19 Vaccination Required
Linguistic Requirements

Bilingual (English and French)

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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