Manager, Customer Relations

2 weeks ago


Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Are you a leader who loves helping people and solving problems? Do you thrive on turning challenges into opportunities and building teams that care as much as you do?

Reporting to the Director, Contact Centre, the Manager, Customer Relations will oversee a specialized team that manages all post-travel customer inquiries. You’ll lead with kindness, mentor your team, and ensure exceptional service delivery through our AIR (Acknowledge, Inform, Resolve) framework. From handling complex escalations to optimizing processes, you’ll play a pivotal role in creating meaningful connections for our customers and team members.

Duties & Responsibilities:

- **Team Leadership and Development**:

- Manage and mentor a team of three Supervisors overseeing specialized customer relations functions.
- Provide guidance, support, and growth opportunities to ensure the success of every team member.

**Service Delivery**:

- Ensure all customer interactions follow our AIR framework to deliver empathetic, informed, and effective resolutions.
- Oversee claim management for APPR-mandated compensation, expense reimbursements, and special assistance requests.

**Performance Management**:

- Implement a performance culture through regular reviews, coaching, and feedback.
- Use scorecards, one-on-one sessions, and formal evaluations to ensure team members are set up for success.

**Operational Excellence**:

- Optimize workflows and processes to improve efficiency and customer satisfaction.
- Monitor SLA compliance and KPI performance to meet service delivery goals.
- Collaborate with internal stakeholders, including training and quality teams, to address skill gaps and drive team performance.

**Continuous Improvement**:

- Analyze customer feedback to identify trends and improve service delivery.
- Partner with business analysts and technology teams to implement tools that streamline operations.

**Crisis Management**:

- Serve as the point of escalation for high-touch and complex cases, including executive-level inquiries.
- Lead customer relations strategies during operational disruptions or emergencies.
- Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.**Exemplifying Integrity**: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.**Inspiring Others**: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.**People Leadership**: Assuming a leadership role in helping others achieve excellent results.**Leading Change**: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

Qualifications:

- Proven leadership experience managing customer relations teams, preferably in the airline industry.
- Familiarity with APPR compensation guidelines, claims management, and special assistance processes.
- Experience managing an “Office of the President” or equivalent escalation team.
- Strong leadership skills, including mentoring first-line supervisors.
- Proficiency with tools such as Zendesk (customer service management) and Calabrio (performance analytics).
- Exceptional written and verbal communication skills, with a commitment to 100% grammatical accuracy.
- Positive, customer-focused attitude with strong organizational and relationship management skills.
- Proficiency in Google Workspace (Gmail, Docs, Sheets).
- Equivalent experience in high-touch, customer-focused industries will be considered.

Company Description:



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