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 Senior Manager, Global Proactive Customer Care will lead a dedicated team focused on proactively identifying and resolving customer issues before they escalate, ensuring a seamless and positive customer experience. This role is critical in driving customer satisfaction, retention, and loyalty by implementing global strategic initiatives and leveraging data analytics to anticipate customer needs. The individual will lead the strategic creation and development of this new team. The ideal candidate will anticipate customer issues, prepare potential solutions, and will excel in collaborating successfully with all stakeholders, bridging gaps between operational branches.
Additionally, the candidate will possess strong influencing skills to gain support from those around them and will actively foster innovation by developing, supporting, and sponsoring forward-thinking ideas. A strong background in Airport Operations and customer service management, excellent leadership skills, and a passion for enhancing the customer journey on a global scale are essential for success in this role.Responsibilities:
Develop and implement global strategies to proactively address potential customer issues, using data insights and predictive analytics.Proactively address potential customer issues by identifying and prioritizing key areas for improvement and innovation, ensuring effective solutions are ready in advance as part of long-term customer service planning.Develop and implement long-term strategic plans that align with the companys mission, vision, and goals by regularly reviewing and updating proactive customer care strategies.Develop deep understanding of day-of customer issues the Global Proactive Customer Care team manages and implement long-term action plans to reduce customer pain points.Design the future set of strategies to be used by proactive teams to mitigate customer situations. This may include but not limited to: developing new compensation methods, new tools and technology, new ways of working with other business units and new relationships with external parties including airport authorities and alliance partners.Lead the ongoing evolution of the Care & Class toolkit, partnering cross functionally with IT, Airports, IFS, and CS&C stakeholders to ensure the solution remains effective, scalable, and aligned to operational needs.Drive awareness and adoption of the toolkit across operational teams, proactively monitoring usage trends, identifying gaps, and maintaining a consistent cadence of follow ups to ensure sustained compliance and engagement.Utilizing data and insights, continuously assess the financial benefits the Global Proactive Customer Care team is generating for Air Canada and adapt and develop an appropriate strategy for future team size, operating hours and scope. Analyze NPS insights and performance reporting to assess the effectiveness of proactive service recovery strategies and their direct impact on customer sentiment and loyalty.Evolve the credibility of the Global Proactive Customer Care as they transition from managing issues through to being actively part of customer centric pre planning for upcoming events (eg for strikes, holiday periods etc.)Lead the annual strategic planning process, set priorities and align resources to achieve key objectives.Stay abreast of industry trends and best practices and continuously innovate to meet evolving customer needs.Accountable to ensure Air Canada provides best in class proactive customer care.Establish key performance indicators (KPIs) to track the progress of strategic initiatives, including tracking trends and identifying long-term solutions.Influence and inspire senior leaders and key stakeholders to support strategic initiatives and drive organizational change.Develop the ways of working for this new proactive function including ensuring seamless integration with existing teams and processes while ensuring key customer pain points are addressed.Responsible for managing the financial implications of the Proactive group’s activities including ensuring an ROI is maintained. Oversee compensation trends and issuance patterns, ensuring alignment to budget targets while providing data driven recommendations to adjust strategies as required.Present regular reports and insights to executive leadership, highlighting key trends in proactive customer care issues and actionable recommendations.Anticipate long-term changes in customer preferences and spanet dynamics and proactively prepare our proactive customer care strategies to align.Drive continuous improvement in proactive customer care processes, policies, and tools.Adapt proactive care strategies to accommodate diverse cultural and spanet-specific needs.Responsible for the development of the Proactive team as it grows in size as part of Air Canada’s long-term ambitions.Lead, mentor, and develop a team of proactive customer resolution managers, fostering a high-performance culture.Set clear performance goals, conduct regular evaluations, and provide constructive feedback to team members.
QualificationsMinimum of 10 years of work experience within Customer Service, Airline Operations and/or Customer Recovery environment.A relevant university degree in business administration, or a related field, or an equivalent combination of education and experience.Deep and holistic understanding of airline operations.Experience managing teamsStrong strategic thinking skillsetProven ability to develop and execute long-term strategic plans that drive business growth and success.Exceptional communication, negotiation, and interpersonal skills, with an ability to influence and inspire others.Strong analytical skills, with the ability to interpret complex data and make data driven decisions.Experience in change management and driving organizational change.Strong leadership and team management skills,.Excellent analytical and problem-solving abilities, with proficiency in data analysis and reporting tools.Exceptional communication and interpersonal skills, capable of influencing and collaborating with stakeholders at all levels.Proactive mindset with a passion for improving customer experiences and driving customer-centric initiatives.Understanding of regulations and associated legislation that impacts the assigned portfolio.Proficient in Microsoft Office applicationsDemonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.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.