Manager Customer Experience and Training

2 weeks ago

Toronto, Ontario, Canada Sunwing Travel Group Full time

Join us in making vacation dreams come true


Are you searching for a fun, passionate, travel loving team? -Sunwing has the EPIC work culture you have been searching for.

We are currently looking for a Manager Customer Experience and Training to join us in making vacation dreams come true.

As a Manager Customer Experience and Training, you are capable of working in a fast-paced and rapidly changing environment with mínimal oversight.

Adapting your time and workflow to the most pressing issues at hand will be essential. Your communication skills are excellent. The Manager Customer Experience and Training will be responsible to ensure regulatory requirements are met and lead training programs. The role will report to the Vice-President, Commercial Operations and will be located in Toronto, Ontario.

W

ork Perks:

  • Great travel perks
  • Grow your career with challenging and rewarding work that makes a difference
  • Opportunity to give back through our social responsibility initiatives
  • Work with a fun, passionate, travel loving team

What You'll Do:

  • _
Manage Sunwing Tariff_

  • _
Ensure compliance with all passenger welfare regulatory requirements on behalf of the Airline (CTA / US DOT)_

  • _
Create and maintain Passenger Service Standards Manual_

  • _
Manage company CRO program for accessibility_

  • _
Ensure timely government and regulatory reporting as required_

  • _
Represent Sunwing on various regulatory working groups_

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Represent Sunwing on Regulatory inspections_

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Establish best practices for airport customers service management and provide training group with content to be delivered internally and externally_

  • _
Liaise with various internal departments (including updating external communication tools) for passenger welfare regulatory compliance_

  • _
Oversee administrative processes of QA/QC Audit Program in collaboration with the Manager Airport Services_

  • _
Create and manage a full training library of courses relevant to the operation, including Passenger Service, Ramp, Operations, and Mishandled Baggage, DCS, DCS and Passenger welfare regulatory requirements_

  • _
Create and maintain or assist in creating and maintaining a robust training program in support of aforementioned for Sunwing Airlines Airport Services Operations and other areas of the business or _third party_ suppliers impacted or tasked to deliver this services or functions._

  • _
Responsible for managing and updating the GHM_

  • _
Support and manage the Training Coordinators_

  • _
Other duties as assigned_

***
What You'll Need:
  • _
University Degree (or equivalent combination of education and experience) _

  • _
Extensive customer service leadership experience gained in a Transportation Industry (preferably airline) _

  • _
Significant experience dealing with government and or regulatory compliance _

  • _
Experience as a SME in building process, _procedures_ and manuals _

  • _
Highly effective communications skills _

  • _
Ability to mobilize people and effect change _

  • _
Strong Negotiator _

  • _
Ability to distill complex regulation into manageable operational outputs _

  • _
Strong computer/software skills data bases, PowerPoint, project planning tools _

  • _
Self motivated and assertive_

About Us:

*

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