ECX Service Manager

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.

The ECX Service Manager is a beacon of service excellence, radiating enthusiasm and energy that inspires and excites others. This role is pivotal in setting and maintaining high standards of service across the organization, ensuring consistent and exceptional customer experience. 

The ECX service manager leverages data to refine service strategies, collaborates with branch leadership, and promotes a service-oriented culture.

Additionally, they maintain the ECX service hub, engage in continuous learning to stay current with industry trends and customer needs, and act as a service expert to enhance service culture. This role is essential in helping Air Canada achieve our ambition of becoming a Top 10 Global Airline.

This position may be located in Toronto or Montreal.

Responsibilities: 

• Responsible to set, maintain, and evolve Service Standards.
• Develop branch-agnostic standards for service across the customer journey.
• Identify and implement unique service approaches for specific parts of the customer journey.
• Establish stretch service goals to help achieve the organization’s ambition of becoming a Top 10 Global airline.
• Leverage data for Service Strategy and draw macro-level insights from customer feedback, industry trends, and NPS data to continuously evolve service standards. 
• Fine-tune and target service standard strategies based on data.
• Collaborate with Operational Branch Leadership to establish two-way feedback channels.
• Socialize and manage changes in service standards across operations, ensuring consistency throughout the customer journey. 
• Collect feedback from branch leaders about employee experiences to improve service culture and delivery.
• Promote a Service-Oriented Culture across Operations and foster a culture focused on exceptional service across all branches.
• Promote and maintain the ECX Service Hub, a dedicated Engage environment for branch leaders.
• Facilitate cross-branch engagement, content consumption, and collaboration as it relates to service standards and customer experience.
• Participate regularly in operations immersion to stay current with customer and employee experiences. Integrate insights from these activities into service standards.
• Act as an advocate for Customer Service and the Customer Experience Subject Matter Expert. 
• Represent customer service perspectives in various forums and discussions at Air Canada.
• Provide subject matter expertise and guidance to leadership on executing service standards to collectively enhance service culture and mindset across the organization.

Qualifications

• Bachelor’s degree in hospitality management, or a related field. Customer Experience certification would be an asset.
• Minimum of 5 years of experience in customer service, preferably within the airline or travel industry.
• Proven track record of setting and maintaining high service standards.
• Demonstrated ability to lead and coach teams to enhance service culture.
• Strong leadership and interpersonal skills.
• Excellent communication and presentation abilities.
• Ability to work collaboratively with cross-functional teams.
• Strong problem-solving and decision-making skills.
• Passionate about customer service and committed to continuous improvement.
• Energetic and enthusiastic, with the ability to inspire and motivate others.
• Strategic thinker with a focus on achieving long-term goals.
• Adaptable and open to change, with a proactive approach to challenges.

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.