Perimeter Aviation Hiring for Director, Customer Service at Winnipeg, MB Full Time

Our Company

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With more than 750 employees, we operate a fleet of 40+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout and Thunder Bay, Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

The Director, Customer Service is a key strategic and operational leadership role responsible for the delivery of exceptional customer service, continuous improvement, and the strategic development of operational requirements, processes, and policies to ensure positive service outcomes for customers in the scheduled passenger revenue sector.

The Director, Customer Service provides mentoring and support and works closely with Managers to ensure that business plans are met and that customers always receive seamless and high-quality service.

The Director, Customer Service embraces Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System.

Personal Characteristics

Solution oriented, clear and effective customer-centric communicator, with ability to identify, assess and de-escalate difficult or complex situations.

Demonstrated leader with ability to build long-term relationships with customers and internal stakeholders.

Innovative and critical thinker who can identify and effectively communicate solutions that exceed customer expectations within Corporate targets.

Demonstrated ability to lead and empower teams to challenge status quo, by actively and visibly sponsoring change, fostering innovation, embracing simplicity, optimism and a positive mindset.

“Can do” and “Will do” self-starter who contributes in a fast-paced environment.

Of sound judgement to make and be accountable to difficult business decisions that balance customer service expectations with Corporate fiscal targets.

Promote organizational mission and goals, lead through example and influence positive workplace culture promoting organizational objectives.

Embrace technology innovation to create efficiencies, improve productivity and enhance customer experience.

Analytical and detail-oriented professional who is able to manage multiple priorities and who thrives under pressure.

High respect, understanding and regard for Indigenous culture and needs.

Flexible and adaptable

Responsibilities and Accountabilities

Lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.

Responsible and accountable to maintain consistent Customer Services practices and policies as they relate to Perimeter passenger services.

Responsible and accountable for ensuring full regulatory compliance with the Canadian Transportation Agency, Canadian Aviation Regulations and AOSH.

Manage the passenger screening security contractor services to ensure consistency and effectiveness in the security screening practices.

Work with Client relations and sales staff to optimize existing and new Client profitability and improve customer satisfaction.

Provide technical, operational direction and support to department Managers, answer questions and handle customer inquiries or complaints escalated by Managers.

Create a respectful environment that stimulates growth and encourages employees to realize their maximum potential and encourages professional development.

Work with Department Managers in developing and updating as needed, standard operating procedures and policy documents owned by the Customer Services Division.

Monitor and maintain a culture where efficiency, good customer service and on-time performance are actively present and supported by all staff within the Customer Services Division.

Assist in the preparation of yearly department budgets and ensure that budget targets are met.

Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently apply them, ensuring his or her staff applies them as well.

Responsible and accountable for complying with the duties and responsibilities outlined in the SMS manual for the “Department Managers”.

Responsible and accountable for the oversight of staff training and development in customer service.

Education and Experience

Post-secondary education or equivalent experience.

Minimum five years of industry experience.

Minimum three years in a Managerial role.

Must be able to obtain and retain a WAA RAIC.

Indigenous and/or cultural diversity training an asset.

Highly proficient in the Microsoft Office suite of applications.

Exceptional organizational skills and multitasking required.

Working Conditions

Travel is required, including overnight travel.

Work on call outside of regular office hours as required.

Extended periods of sitting and desk work.

Fast pace and high energy environment; contact with staff and the public.

How to Apply

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

To apply for this position, please submit your cover letter and resume to [email protected]

We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.