Customer Experience Director
hace 1 semana
About the Role
Air Canada is seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. As a key member of our airport operations team, you will be responsible for ensuring the delivery of exceptional customer service and safe operations at Mexico City Airport.
Key Responsibilities
- Supervise daily airport operations, including above and below wing activities, safety, and security, to ensure compliance with regulatory requirements and Air Canada's service standards.
- Plan and develop employee schedules, anticipate and resolve staffing issues, and promote a results-oriented approach to achieve optimal performance.
- Ensure the implementation of safety procedures and protocols, and maintain accurate records of incidents and accidents.
- Coordinate emergency response procedures with HQ, Star Alliance Partners, and airport authorities, and participate in emergency procedure training.
- Monitor and report on performance results, including OTP, PAWOB, and safety metrics, and implement corrective actions to ensure optimal results.
- Communicate effectively with operational groups to stay informed of changes and needs, and ensure customers are informed and addressed in a timely and professional manner.
- Develop and deliver training programs to ensure a consistent understanding of Air Canada's product and services, and maintain accurate records of new employee activations and de-activations.
- Negotiate ground handling contracts to ensure cost-efficient and safe operations, and monitor and report on SLA penalties and bonuses.
- Coordinate activities with Star Alliance Partners to ensure correct reflection of CodeShare Agreements and procedures, and attend SAAT meetings to defend Air Canada's interests.
- Represent Air Canada at meetings and workshops with various authorities, and defend Air Canada's interests.
- Monitor, maintain, and report on budgets, cost control, and accounting activities.
Requirements
- Bachelor's degree or equivalent in a relevant field, with at least 2 years of experience in a leadership role and/or experience in the airline industry.
- Strong understanding of airport operations and passenger movements.
- Excellent verbal and written communication skills, with the ability to converse with all levels of an organization and external figures.
- Able to respond, influence, and proactively create mutually acceptable solutions, always with Air Canada's best interests in mind.
- Ability to work shift, weekend, and statutory holidays, and work beyond rostered hours due to irregular flight operations.
- Strong commitment to teamwork and employee engagement.
- Excellent interpersonal skills.
- Rigor and autonomy, with strong organizational and prioritization skills.
- Adaptability and ability to support change management initiatives.
- Possess an energetic and tenacious attitude.
- Fluent in Spanish and English; French language an asset.
- Demonstrate passion for travel.
- Advance knowledge of Word, Excel.
- Advance knowledge of Departure Control System (DCS); knowledge of ALTEA system, an asset.
- Right to work in Mexico.
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