Air Canada Hiring for Director, Customer Experience – Deployment & Connections at Toronto, ON Full Time

Description

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.

Scope/ Purpose of the Position:

The Director, Customer Experience -Deployment & Connections will be responsible for engaging in the development of the YYZ Airport staffing plan and for consistently executing the short term and “day of” Airport staffing plans, strategies, and processes in support of achieving all operational and customer service goals. The individual will also be responsible for harmonizing various Workforce planning strategies which oversees 3000+ unionized front-line employees governed by the IAM and Unifor Collective agreements. The individual will be responsible for dynamic change of operations and right sizing resources for optimal customer experience, for harmonizing the connection process in Toronto Hub (YYZ) to increase traffic, assume leadership of the connection initiatives in support of hub strategy and the company objective of YYZ being a major 6th freedom hub.

Key Functions & Accountabilities:

• Assume the leadership and execution of an effective and streamlined operation for all ATW and BTW to In-Terminal and Airside functions.
• Accountable for the development and implementation of deployment models for traditional static positions providing efficiency.
• Accountable for the development of proactive culture and approach to our overall Deployment plans and strategies.
• Responsible for the oversight, distribution and repairs of all employee mobile tools (PDAs, Radios, Kit bags).
• Champion process improvements in an effort to reduce minimum connection times (MCT’s) and focus on revenue generation involved with the connection product in support of Air Canada’s major 6 th Freedom strategy.
• Seek opportunities to continuously align all parties within AC Hubs ensuring consistent deployment of staff is adhered to and applying Best Demonstrated practices.
• Develop strategy and planning models to improve our overall productivity through industry benchmarking, leading various working groups and through continuous data analysis.
• Manage relationships and work closely with the Airport Authority on new projects and initiatives to facilitate internal customer initiatives.
• Manage the relationships with Third Party Agencies, Contract Carriers and Star Alliance Partners on a regular basis
• Define, update, and recommend deployment standards and strategies in line with station growth and through best demonstrated practices.
• Drive strategic plans with a focus on operational strategies and achievement of department KPI deliverables.
• Foster an effective and strong working relationship with local Unifor and IAM leadership.
• Develop relationships with corporate scheduling and marketing to highlight connection times in order to improve operations through scheduling changes or connection time adjustments.
• Manage relationships and work closely with the Greater Toronto Airport Authority on new projects and initiatives to facilitate baggage and connections through Toronto Hub.
• Manage relationships with Canada Border Services, US Customs and Immigration and all external services which impact the Toronto connection and baggage experience, such as but not limited to B.I.W.I.S and I.T.D.

Qualifications

• Bachelor’s degree in management or any relevant university degree is an asset;
• 10 years of experience leading large a unionized workforce, including labour relations with different unions, in a customer-centric and fast-paced operational environment
• Strong bias towards action; accountable and results oriented
• Ability to thrive in fast moving and highly complex environments
• Superior ability to collaborate cross functionally
• Excellent interpersonal communication
• Strong and disciplined management skills
• Ability to think strategically, laterally and conceptually
• Strong analytical and problem-solving abilities
• Strong networking skills
• Strong organizational skills and ability to create and achieve a vision
• Excellent verbal and written communications skills
• Strong leadership and negotiation skills
• Strong commitment to teamwork
• Must demonstrate solid operational background
• Good understanding of the collective agreement and local union policies
• Recognized ability to work under pressure, handle stressful situations and maintain flexibility

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.

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.