Product, Service

4 weeks ago

Mississauga ON, Canada Flyrouge Full time
Product, Service & Operations Manager - Inflight Services Job Description

Posted Thursday, February 8, 2024 at 5:00 a.m.

POSITION: Product, Service & Operations Manager

We are looking for a dynamic individual that is passionate about On Time Performance, customer service and providing consistent onboard product delivery.

SCOPE:

Reporting to Manager, Product, Service & Airports, the Product, Service & Operations Managers’ role is responsible to develop and maintain all service delivery support documentation to promote and achieve consistency, customer service excellence onboard and monitor the On Time Performance for Rouge. This role is the liaison with external departments including marketing, catering and the operations groups.

RESPONSIBILITIES:

  • Take an active role in developing strategy for consistent onboard delivery
  • Maintain operational service flows and supporting documentation such as Lead checklist, service guide, premium service etc., as required
  • Provide subject matter expertise to the Internal Communications Manager to assist with friendly and effective communication specific to on‐board service changes and special projects initiatives
  • Coordinate with Senior management to identify areas that may require increased focus to ensure onboard service delivery compliance
  • Take an active role in developing strategy for consistent onboard delivery
  • Support ongoing recognition of onboard customer service excellence
  • Actively provide Rouge crew with support and direction specific to onboard service and overall customer experience
  • Liaison with Air Canada Mainline Product team on new product, galley loading and service flows
  • Liaison with Concierge team on standards for high yield customers and communication of standards to Rouge crew
  • Be an ambassador and Lead Rouge IFS team to support launch of new Air Canada onboard product
  • Develop specific strategies for onboard coaching and checks related to service delivery
  • Participates in the Rouge Advisory Panel
  • Actively communicates with external departments, point of contact for catering and all operational groups
  • Track, trend and analyse Rouge operational results on a scheduled basis
  • Provide reports about Rouge operational results, identifying challenges and suggestions to rectify
  • Maintain the IFS Gate Support Team, posting of vacancies, hiring, relaying of information to the team and bringing relevant information from their reports to the appropriate parties
  • Provide management support as required in the daily operation
  • Assume any responsibilities as delegated by the Manager, Product, Service and Airports
  • Establish business processes and procedures for this position

KNOWLEDGE AND SKILLS REQUIRED:

  • Experience in management with a strong focus on leading and motivating employees
  • Successfully complete the Flight Attendant Training Program and maintain qualifications
  • Excellent interpersonal, conflict resolution and communication skills
  • Detail oriented, innovative and creative
  • Strong customer service excellence focus
  • Strong organizational skills
  • Ability to meet deadlines, work under pressure and achieve multiple objectives
  • Adaptable and flexible to support a 24/7 operation
  • Ability and willingness to travel
  • Related airline experience
  • Fluency in French and English an asset
Pay Type Salary

Employment Indicator Management

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