Air Canada Hiring for Customer Journey Management – Customer Service Manager at Toronto, ON Full Time

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.

Responsible for managing the Customer Journey Management team, providing customer recovery leadership during disruptions, ensuring effective and pro-active customer recovery strategies are used. Manage CJM business processes and procedures as well as develop and design new business processes for simple and optimized workflows for CJM agents.

Provide leadership and direction to the Customer Journey Management (CJM) team.

Responsible for the day-to-day management of CJM operations.

Prepare and develop procedures, templates, process standards, job aids and communication to effectively manage all CJM processes for Mainline and AC Express

Perform gap analysis on business processes and collaborate with team members and key stakeholders/leaders to identify areas of improvement

Evaluate risk items and work on risk mitigation strategies to support business processes

Support the introduction of new projects, products and tasks; prepare Job Aids and hold briefings with the team

Attend conference calls, communicate and share information with all team members

Maintain and update Sharepoint site with procedures and training documents

Implement initiatives designed to improve processes and performance and identify opportunities for process controls

Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.

Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.

Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.

Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.

Maintain good relationships and effectively liaise with other departments to ensure we are meeting their expectations and recovery requirements.

Ensure consistency of application of customer recovery guidelines.

Provide recognition and celebrate individual and team successes.

Qualifications

Focused on customer service excellence and continuous improvement, must be creative and innovative thinker.

Fundamental understanding of Airline and Airport operations, processes and procedures.

Sense of initiative and proactive thinking and ability and experience in mapping processes and improving procedures to align with business strategy.

Strong written, verbal, and interpersonal communication skills

Excellent interpersonal skills; conflict resolution, communication and leadership skills.

Ability to meet deadlines and work under pressure.

Ability to work different shift patterns, including weekends and holidays, work overtime if required.

Analytical thinking and problem solving abilities

Motivated, energetic, enthusiastic, creative and innovative

Knowledge of labor relations and experience in managing a unionized workforce is an asset.

Excellent working knowledge with MS Office programs, Altea, Communicator, Netline and relevant IT systems used in SOC

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