Manager, Customer Stakeholder Services

1 week ago

Ottawa, Ontario, Canada NAV Canada Full time
Job Posting Title

Manager, Customer Stakeholder Services

Job Category

Customer Service

Language Requirements

Bilingual / Bilingue

Posting End Date

Job Grade

L1 Zone A

Pay Range

Commensurate with Experience / Selon l'expérience

Job Summary


The role is directly responsible for supervising direct reports to ensure delivery of exceptional customer satisfaction within the scope of the National Customer Service Centre, along with managing the sales and distribution of NAV CANADA's Aeronautical Publications ; This is done by promoting a "Customer First" philosophy across Customer and Stakeholder Services, adopting the Customer Relationship Management methodology, and ensuring the implementation of technology that will capture all financial, operational and corporate related customer issues.


Job Description:

What NAV CANADA offers you:

  • Challenging, teamoriented work environment
  • Competitive compensation and flexible benefits
  • Defined benefit pension plan
  • Opportunities for growth and development
  • Flexible work arrangements
  • Diverse and inclusive workforce

In this role you will:

  • Manage the aeronautical publications production schedule to ensure that all stakeholders adhere to the deadlines to distribute publications in accordance with ICAO and CARS standards
  • Manage the relationships with external printers and distributors
  • Manage the daytoday operations of the Customer Contact Centre and AEROPUBS Sales & Distribution Centre
  • Establish and maintain effective communication networks with key stakeholders, business partners, peers, and direct reports
  • Develop performance metrics for the Customer Service and AEROPUBS Contact Centres and evaluation tools for measuring customer satisfaction with NAV CANADA
  • Oversee that the Aeronautical Publications website, internal portals, and external Customer Account Management are maintained and current
  • Work with colleagues to resolve any escalated query

What you bring:

  • Postsecondary education or work experience commensurate with the responsibilities
  • Customer management experience
  • Knowledge of aviation through operational experience or other exposure to this industry
  • Thorough knowledge of Corporate and Technical NAV CANADA programs (BMS, Workday, NetSuite, etc) or similar business tools
  • Understanding of generally accepted accounting principles, and good knowledge of NAV CANADA accounts payable and receivable process and procedures and its billing and collection practices
  • Sound knowledge of the mandate, organization, authorities and service offerings of NAV CANADA, its network of local, regional, and national service providers
  • Sound knowledge of the Air Navigation System and its components, the new statutory context of NAV CANADA (including Bill C20) as well as international standards for air navigation services under ICAO
  • Sound knowledge of the interfaces between NAV CANADA's operational systems and its billing systems or comparable industry knowledge
  • An understanding of the state of the aviation industry and how situations might impact NAV CANADA and Customers on a financial level.
  • Expert knowledge of customer relations principles/ practices and related survey data collection methodologies
  • Sound understanding of Inventory Control and Material Management.

How others describe you:

  • Ability to think fast in a crisis to meet our corporate obligations to the client as well as the law.
  • Ability to judge when an issue should be escalated to a higher authority for resolution
  • Ability to assess a situation and the impact it has on all stakeholders
  • Ability to anticipate potential problems/conflicts, potential outcomes, and possible resolutions
  • Possess effective communication skills
  • Demonstrate tact and diplomacy
  • Possess superior problemsolving skills
  • Ability to multitask and work under pressure
  • Possess superior leadership skills

Working Conditions:

  • Physical working environment is workstation based without any physical discomforts.
  • Daily attention to deadlines and frequent shifting of priorities to address emerging issues is required.
  • Longer workdays may be required from time to time depending on projects at hand.
  • Some travel may be required.
  • This position is eligible for a flexible work arrangement
NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society.

If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply.

NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment.

If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require.

NAV CANADA will provide accommodation

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