Customer Experience Manager

hace 1 semana

Xico, México Air Canada A tiempo completo

Job Summary

Air Canada is seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. This role is responsible for ensuring the delivery of exceptional customer service and experience at our Mexico City Airport station.

Key Responsibilities

  • Supervise the daily operations of the airport station, including above and below wing activities, safety and security, and regulatory compliance.
  • Plan and develop employee schedules, anticipate and resolve staffing issues, and promote a results-oriented approach.
  • Ensure safety and security standards are observed, monitored, and practiced consistently, and report incidents/accidents promptly and efficiently.
  • Coordinate emergency response procedures with HQ and Star Alliance Partners, and maintain accurate manuals and participate in emergency procedure training.
  • Monitor and report on performance results, including OTP, PAWOB, and safety, and implement corrective actions when required.
  • Ensure regular communication with operational groups to stay abreast of changes and needs, especially during irregular operations.
  • Hold new employee training to ensure a consistent understanding and approach regarding Air Canada product and services.
  • Participate in negotiating ground handling contracts to ensure cost-efficient and safe operations.
  • Coordinate activities with Star Alliance Partners to ensure CodeShare Agreements and procedures are correctly reflected.
  • 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.
  • Able to respond, influence, and proactively create mutually acceptable solutions.
  • Must have 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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