Customer Experience Manager

2 weeks ago

Ottawa, Ontario, Canada GardaWorld Full time
Job Summary

We are seeking a Customer Experience Manager to join our GardaWorld team. As a key leadership role, you will be responsible for managing the Customer Experience Facilitator team and ensuring exceptional customer service throughout the screening process.

Key Responsibilities:
  • Lead the Customer Experience Facilitator team with guidance and support to deliver outstanding customer service.
  • Evaluate team performance, track progress, and provide continuous coaching and feedback.
  • Cultivate a positive team culture that promotes teamwork, accountability, and continuous improvement.
  • Develop and execute a comprehensive customer service strategy to enhance the passenger experience.
  • Monitor customer satisfaction metrics, analyze feedback, and implement action plans to address areas of improvement.
  • Ensure team members have knowledge about CATSA regulations, SOPs, and relevant guidelines.
  • Address and resolve customer concerns, complaints, and escalations in a timely manner.
  • Collaborate with external partners to ensure a coordinated approach to customer service and passenger facilitation.
Requirements:
  • Post-secondary education in Business Management or Human Resources, or equivalent work experience.
  • Able to obtain and retain a RAIC (Restricted Area Identity Card) and Transport Canada Clearance.
  • Preference given to those with aviation industry experience.
  • Fluency in both English and French required.
  • Awareness of Accessible Transportation for Persons with Disabilities Regulations and Official Languages Act.
  • Experience working with federal H&S standards, Canada Labour Code, and ESDC an asset.
About GardaWorld

GardaWorld is a leading provider of security and cash management solutions. We are committed to delivering exceptional customer service and creating a safe and secure environment for our clients.

Estimated Salary: $80,000 - $110,000 per year

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