Manager, Customer Success

2 weeks ago

Dorval, 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.**

This position reports directly to the Manager, Customer Recovery Service Innovation. It has the primary responsibilities of leading the Customer Success group of the branch shared services team within the Business Transformation & Innovation department.

This role provides expertise in process analysis, impact assessment, process integration, facilitation, and leadership of a portfolio of business projects/programs that are intended or have been operationalized across the Customer Contact Centres Branch - Call Centres, Customer Relations, and Baggage Claims.

This position is responsible for managing the business process intake, roadmap, and continuous improvement programs to ensure that processes and projects are integrated and introduced with the best practices that lead to optimal efficiencies for our customers and operation.

The role manages the teams that Optimize, Design & Model the project/programs that impact the branch's operational units with the management and maintenance of all related business process documentations (business process maps/technical reference flows).

As the Super SME for business processes across the branch, this position supports work that will lead to strategic recommendations or program executions involving branch stakeholders. This role must ensure business processes are consistent within our branch delivery architecture (human and technical capabilities) and support improvement to service delivery.

A key success factor in this position is to ensure that initiatives/projects/programs that are being delivered are developed with optimal automation (allowing for maximum self-service capabilities), work delivered with maximum accuracy, and processes that can consistently achieve or exceed Key Performance Goals (KPG) as established.

Additionally, this position will be accountability and joint achievement within the annual committed budget for the branch's KPI of: IVR/VRU Containment Rates, IVR/VRU Utilization Rates, Average Time Spent in IVR, interaction Average Handle Time (AHT), NPS, Customer Service Reports (CSR) and Change/Program Management effectiveness.

**R**
**oles & Responsibilities**:

- Manage and lead the Customer Success team in the development and design of all branch business process management initiatives required to support the approved corporate strategies.
- Manage the branch's Customer Relationship portfolio (i.e., RM, Product Design, Loyalty, Sales, etc.), along with the Optimization team to develop, align, and maintain the strategy and execution plan for driving operational excellence and continuous improvement in service delivery excellence.
- Manage short-, medium
- and long-term projects assigned to the team.
- Manage the business process program/project intake requirements and prioritize the intake funnel.
- Support transformation leadership with planning and execution of strategic initiatives, including developing business cases project roadmaps as required.
- Oversee all process changes and ensure that all changes fit into the branch's overall business process and technology architecture.
- Management of the Business Process Design and Modeling team in the development/ maintenance of the business process documentation and technical reference flows (TRF) and standards across the branch and leverage critical knowledge, skills, and abilities in the areas of process improvement, process reengineering, business process transformation, change management, and continuous improvement.
- Partnering with corporate IT, Training, and Revenue Accounting branches, define tools/training to deliver technology and human capabilities to create a fantastic experience for all users.
- Investigate escalated problems and situations and their impacts on the business and deliver commercial, fact-based, forward-thinking recommendations for consideration to minimize or eliminate reoccurrence.
- Responsible for assisting in the development and presentation of fact-based findings, solutions and business cases to senior management both internally and externally.
- Influence/advocate across the company the business decisions required/related to system improvements, program implementation, modifications, and maintenance to improve customer service/recovery programs/processes across the branch.
- Facilitate workshops with cross-functional departments documenting current procedures and presenting new program/process designs.
- Responsible for identifying opportunities/areas where process reengineering can significantly impact efficiency, quality, and user experience.
Responsible for mentoring assigned resources of Customer Success professionals to build out internal business process management capabilities within the department.

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