Manager, In-flight Product

2 weeks ago

Montréal, Canada Air Transat Full time

**Company Description**
Be part of the journey

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times over. And that's just the beginning.

Want to join us? As soon as you're hired, you'll enjoy travel privileges to discover the world. You'll also have the opportunity to work in a modern, inspiring environment.

The Manager, In-flight Product is responsible for the design and delivery of in-flight products and services, including the development of processes and service standards. The incumbent will focus on process improvement, efficiency, quality standards and cost control, while taking into account the importance of offering our passengers an outstanding in-flight experience.

**Main Responsibilities**
- Analyze and assess current processes and programs, subsequently proposing solutions and recommendations to improve efficiency, reduce costs, and increase revenues (sales);
- Manage in-flight product suppliers, ensure a follow-up with the Vice-President, In-Flight Services and Customer Experience, maintain records, and monitor the budget;
- In collaboration with the marketing teams and the Vice-President, In-flight Services and Customer Experience, select the products best aligned with our brand image and customer experience strategy;
- Provide guidance and direction to the In-flight service and catering teams in relation to products and processes;
- Evaluate product development and enhancement opportunities as well as their delivery and implementation on an ongoing basis;
- Oversee the administration, development, selection, implementation, and problem resolution of in-flight entertainment programming;
- Manage in-flight entertainment suppliers (hardware and programming), ensure follow-up with the Vice-President, In-Flight Services and Customer Experience, keep records, and monitor the budget;
- Develop and design service standards (procedures, logistics, development, implementation, and supervision of loading standards for all aircraft);
- Act as a resource person on various unionized work committees mandated to improve work processes and optimize customer experience;
- Design and deliver commercial training programs and tools in collaboration with the Cabin Training Department;
- Develop key customer service metrics and measurement tools (conduct survey distribution and result analysis);
- Establish problem-solving procedures, an escalation process, and investigations of non-standard complaints that have been escalated.

**Qualifications**
- College diploma (DEC);
- Minimum of five years’ experience in customer service and in-flight service operations;
- In-depth knowledge of in-flight service processes, procedures, and policies, as well as airline industry trends and practices;
- Professional experience in the field of in-flight entertainment and with hardware providers (an asset);
- Experience working in a unionized environment;
- Excellent interpersonal skills;
- Strong organizational skills and an outstanding ability to manage priorities;
- Initiative, solution-oriented, and an ability to work in a dynamic environment;
- Outstanding project management and implementation skills;
- Business acumen and oral and written proficiency in both French and English;
- Strong ability to manage multiple tasks simultaneously while meeting deadlines;
- Willingness to travel.

**Additional Information**

**Employment Equity

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