Manager, Customer Accessibility

1 month 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.**

The Manager, Customer Accessibility is responsible for leading and managing accessibility initiatives. They will investigate and resolve accessibility-related incidents and issues, provide expert advice and guidance on accessibility risks and regulations, and design and implement strategies and training programs to enhance awareness and compliance on accessibility. The incumbent will also represent Air Canada before advocacy groups and regulators and promote best practices in the industry, developing a deep understanding of customers with disabilities.

**This position may be located in Montreal or Toronto.**

**Responsibilities**:

- Lead, manage and execute accessibility initiatives to remove barriers and improve services, guiding operational branches and teams focused on customer service excellence, as well as through accessibility champions across the company
- Lead in-depth investigations of accessibility-related incidents i.e., refusal to transport, lost or damaged mobility aids, failure to provide assistance in the airport. Identify policy, process and/or systemic gaps and recommend corrective actions
- Identify accessibility-related safety concerns, issues, incidents or hazards and be accountable to implement corrective actions in collaboration with operational branches
- Provide sound, objective and expert advice regarding accessibility risks and mitigations, coordinating closely with the Legal Department, and with operational branches regarding policies and practices
- Design and implement strategies to enhance awareness of priorities around accessibility across the company, promote employee engagement to support corporate culture change and overall commitment to accessibility and encourage a behavioral shift that promotes accessibility throughout the customer journey
- Lead training initiatives on accessibility in collaboration with all stakeholders, in support of new policies, procedures and identified gaps. Collaborate with Training Design and Delivery teams to implement and deliver training programs
- Accountable to drill down on accessibility failures in detail and turn detailed findings into concrete recommendations for changes to policy/procedure/training/equipment
- Represent Air Canada before advocacy groups for customers with disabilities, including through advisory committees, and develop a deep understanding of the needs of customers with disabilities
- Conduct station visits, support station openings/restarts/ transitions to promote compliance with accessibility regulations and company procedure
- Develop and monitor tracking and compliance data to determine our level of service and communicate this to stakeholders; establish action plans as needed to address shortcomings and to strive for excellence
- Support the Director in representing Air Canada in discussions with regulators and international workgroups promoting accessible travel, staying abreast of regulatory changes and best practices in accessibility and taking a leadership role to promote the removal of barriers at Air Canada and across the industry
- Manage accessibility data and reports for operational needs and committee meetings
- Maintain a centralized repository of regulatory requirements in all markets we serve as it relates to assisting customers with disabilities
- All other duties as assigned

**Qualifications**
- University degree in related field or equivalent experience
- Deep understanding of airline operations
- 5-10 years relevant experience in accessibility. Experience may be gained through employment, volunteer work, education and/or lived experience
- Experience in managing and implementing initiatives, policies and procedures in a large and complex organization
- Experience in conducting audits, assessments and evaluations, an asset
- Experience in developing and delivering training programs and materials, an asset
- Experience in collaborating with internal and external stakeholders, including persons with disabilities, on accessibility issues and solutions
- Excellent project management skills and/or in change management, an asset
- Experience developing strategies that meet department goals within budget and established timelines
- Excellent verbal and written communication skills
- Ability to handle multiple tasks with accuracy and diplomacy
- Detail oriented and possess effective organizational and administrative skills
- Ability to work independently and in a team environment
- Knowledge of accessibility legal and regulatory framework applicable to Air Canada
- Exhibit Air Canada's values of Safety First, Always; Care & Class; and Win as One
- Must be willing to work flexible hours and be available to respond on short-notice, after hours and on we

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