Customer Experience Manager - Airports

Air Canada - Fort Lauderdale, FL

Full-time - Mid Level

Fort Lauderdale, FL

1,001-5,000 employees

Air Transportation

About the position

As a Customer Experience Manager - Airports at Air Canada, you will play a crucial leadership role in enhancing customer satisfaction and operational excellence at the airport. Your primary focus will be to ensure that the airline meets and exceeds customer expectations while fostering a positive and accountable work environment for your team. This role involves overseeing various operational areas, managing unionized employees, and ensuring compliance with safety and operational standards.

Responsibilities

• Representing our brand and company vision for customer service excellence.
• Understanding our internal and external customers by anticipating needs and delivering on promises.
• Caring for our customers in difficult situations.
• Building and nurturing trusting relationships.
• Fostering employee development by empowering, coaching, and supporting our team to be their very best.
• Managing front line unionized employees belonging to IBT.
• Conducting daily Ramp audits to ensure compliance and operational efficiency.
• Working indoors or outdoors if applicable; 24-hour Airport operations will require shift work/weekends and holidays.
• Supporting Fort Lauderdale (FLL) and Miami (MIA) airport stations.

Requirements

• Possess at least a high school diploma.
• A minimum of two years previous people management experience.
• Managerial Courage to make difficult decisions to ensure operational integrity, safety, and an on-time performance.
• Ability to work flexible schedules (24-hour Airport Operation/ Shift work/Weekends and Holidays).
• Ability to successfully obtain Airport specific badging and seals (Security clearance and USCBP clearance required).
• Ability to lift 50lbs.
• Ability to walk long distances and stand for long periods.
• Effective Decision Making in a timely manner during stressful situations.
• Strong interpersonal skills (organizational, team oriented & focused).
• Entrepreneurial & self-managed abilities.
• A genuine passion for creating and leading a global top ten Airline customer and employee experience.
• Ability to develop trust and rapport while providing employees performance coaching.
• An entrepreneurial, energetic and tenacious attitude.
• Ability to adapt to new technology and to share that knowledge.

Nice-to-haves

• Bilingual candidates preferred.

Benefits

• Flexible schedule