Product Manager, Customer Recovery

7 months ago

Toronto, Canada Air Canada Full time

**Description**

**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.**

As the Product Manager for Customer Recovery, you are a pivotal element in the digital transformation journey of our System Operations Control. Your primary focus will be on identifying and implementing technology solutions that streamline day of customer recovery for the SOC team. You will work closely with cross-functional teams including Passenger Movement, Customer Journey Management, SOC Planning Unit, and IT to execute against the product roadmap, ensuring delivery and alignment with broader business goals.

**Responsibilities**:

- Responsible for the development and execution of the digital product strategy for the Customer Recovery, aligning with broader business objectives and operational requirements.
- Lead and collaborate with cross-functional teams to gather and prioritize product requirements, ensuring a clear understanding of user needs.
- Work closely with teams like IT, Data, and UX design to ensure a high product standard for usability and user experience.
- Prioritize features, improvements and roadmaps based on user feedback, business goals, and end-user value.
- Monitor and analyze key product metrics, and user feedback to assess product performance and identify key areas for improvement.
- Collaborate with stakeholders to produce business cases for proposed product initiatives.
- Work with Sr. Product Managers/Directors to create and manage the program and release roadmaps that align with the Operations Product goals.
- Foster a culture of innovation and continuous improvement, using agile methodologies and technical acumen.
- Stay current on industry trends and emerging technologies to maintain a competitive edge in digital solutions for Airline Operations. (i.e. Machine Learning, Artificial Intelligence, and Operations Research)
- Ensure the high-quality rollout of digital products by coordinating user acceptance testing and overseeing product and release launches.
- Work collaboratively with other product teams to ensure harmonization between respective product roadmaps. Align your goals, objectives, and projects to deliver better products to our operation.
- Keep stakeholders informed about product progress, prepare presentations, and actively participate in meetings with leaders across the company to communicate roadmaps, new features, and data.

**Qualifications**
- Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business Administration, Operations Research) or equivalent experience delivering digital products.
- 5+ years of experience in Airline Operations, Product, and/or Technology.
- Experience with Air Canada operational tools including Automated Customer Recovery, CM, and OPR considered an asset.
- Understanding of digital product development processes, including agile methodologies and user-centric design principles an asset.
- Outstanding communication and collaboration skills, capable of effectively liaising with stakeholders at various organizational levels.
- Strong analytical and problem-solving abilities.
- A results-oriented mindset, with a proven history of contributing to product success and achieving operational objectives.
- Passion for innovation, technology, and elevating operational excellence in the aviation industry.
- Strong team building and leadership skills.

**Working Conditions**:
The Product Manager will experience a fast-paced and dynamic environment, requiring the ability to handle multiple priorities and navigate challenges. Strong adaptability, resilience, and a customer-centric mindset are crucial for success in this role. Occasional travel may be required.

**Conditions of Employment**:
**Linguistic Requirements**

**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.

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