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Manager, CX Governance - 27850

Location: TORONTO, ON, Canada
Posting Start Date: Jan 12, 2022
Posting End Date: Jan 19, 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.
Reporting to the Director, CX Business Transformation, the Manager, CX Governance is an integral member of the Business Transformation project. Elevating the Customer Experience (ECX) is a corporate-wide program where Air Canada seeks to refocus on CX as it builds for a post-pandemic future. The incumbent is responsible for the governance of the Disruption (irregular operations) plan specifically and serves as a sounding board for ideas and strategy.
  • Ensures there is a real, credible, and detailed build plan that will allow the team to achieve objectives/features within each lane
  • Provides support to the Director, CX Business Transformation; specifically, serves as a sounding board for ideas and strategy
  • Develops and executes on the governance model
  • Ensure all corporate support mechanisms (like budgets, AFCs, contracts, SP coordination, etc.) are leveraged when needed
  • Builds PowerPoint decks and other content to be shared at various Executive report-outs
  • Manages the project timeline and roadmap as well as team schedule
  • Embeds successful change management approaches throughout the operation
  • Builds and nurtures key relationships within the company to ensure relevance and credibility of project
  • Assists in the planning of project team resourcing by identifying required roles and best fit
  • Strengthens the current culture using methods that focus on safety and the customer while supporting Air Canada’s Flight Path
  • Communicates regularly and broadly across the organization, from the front line through to executive management, in order to mobilize engagement, enthusiasm, knowledge, and alignment of key initiatives
  • Seeks input, contribution, and alignment from key stakeholders from around the organization in the generation of new product ideas and proposals
  • Leads and drives successful implementation of key initiatives, from beginning to end and ensure the implemented initiatives are set up to be properly sustained
  • Manages research activities as required 
  • Ensures Safety, Security and Service standards are built into plan, practiced consistently and monitored, including Emergency Response and Environmental Plans 
  • Becomes a key stakeholder in Air Canada’s top ten global airline vision


  • University degree or equivalent experience
  • PMP certification an asset
  • Knowledge of Air Canada operation, processes, and people or project management knowledge in customer experience realm
  • Ability to build and manage relationships to drive results
  • Results oriented and experience managing timelines and multiple simultaneous tasks
  • Open-minded and willing to work in unfamiliar territory to lead transformational change
  • Ability to thrive in fast moving and highly complex environments
  • Excellent interpersonal communication
  • Strong and disciplined management skills
  • Bilingualism an asset
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

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.