Job Description

Overview 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. As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to become a top ten global airline. Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team. The role provides opportunities to work in areas such as Station Operations, Airside/Ramp/Apron Operations, Baggage Services, and In-Terminal Operations, with oversight of Third Party service vendors and GHAs. You will manage both the customer experience and provide leadership to our front-line team (currently outsourced to ground-handling). Responsibilities Representing our brand and company vision for customer service excellence Understanding our internal and external customers by anticipating needs and delivering on promises Caring for our customers in difficult situations Building and nurturing trusting relationships; fostering employee development by empowering, coaching, and supporting our team to be their very best Willingness and ability to work outdoors under any weather conditions 24-hour airport operations will require shift work/weekends and holidays The incumbent will be based at the SAN airport, with oversight of SNA and PSP operations as well Qualifications Possess at least a high school diploma A minimum of two years previous people management experience Possess a valid driver's license Valid passport to travel (including overnight international trips) as needed Managerial courage to make difficult decisions to ensure operational integrity, safety, and on-time performance Ability to work flexible schedules (24-hour Airport Operation/Shift work/Weekends and Holidays) Ability to successfully obtain airport specific badging and seals (Security clearance and USCBP clearance required) Ability to lift 50 lbs Ability to walk long distances and stand for long periods Effective decision-making in a timely manner during stressful situations Strong interpersonal skills (organizational, team oriented & focused) Entrepreneurial and self-managed abilities A genuine passion for creating and leading a global top ten airline customer and employee experience Ability to develop trust and rapport while providing performance coaching to front-line employees An entrepreneurial, energetic and tenacious attitude Ability to adapt to new technology and to share that knowledge Customs Seal required and is subject to approval by U.S. Customs and Border Protection and/or third-party equivalent Security clearance and USCBP clearance required Conditions Of Employment Candidates must be eligible to work in the country of interest at the time any offer of employment is made; seeking any required work permits/visas or other authorizations is the sole responsibility of the candidate 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. #J-18808-Ljbffr Air Canada

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