Customer Experience Manager

4 weeks ago

Mississauga, Ontario, Canada GardaWorld Full time

As a key leadership role at GardaWorld, the Customer Experience Manager is responsible for overseeing the Customer Experience Facilitator team. This role involves ensuring the delivery of exceptional customer service and a seamless passenger experience throughout the screening process.

Key Responsibilities:

  • Provide leadership, guidance, and support to the Customer Experience Facilitator team.
  • Establish performance expectations, track progress, and offer continuous coaching and feedback.
  • Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
  • Conduct regular team meetings and individual performance evaluations.
  • Identify training and development needs of team members and coordinate appropriate training initiatives.
  • Create and execute a thorough customer service strategy to improve the overall passenger experience.
  • Define service standards, policies, and procedures to ensure consistent delivery of exceptional customer service.
  • Monitor customer satisfaction metrics, analyze feedback, and implement action plans to address areas of improvement.
  • Keep abreast of industry trends and best practices in customer experience management.
  • Organize and conduct training programs for Customer Experience Facilitators, focusing on customer service skills, conflict resolution, and communication techniques.
  • Ensure that team members are knowledgeable about CATSA regulations, SOPs, and other relevant guidelines.
  • Oversee the facilitation of passengers, ensuring barrier-free access to screening checkpoints.
  • Monitor and improve the efficiency of passenger flow, queue management, and wait times.
  • Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
  • Collaborate with screening personnel, stakeholders, and external partners to optimize the passenger experience.
  • Build and maintain effective relationships with internal stakeholders, including Screening Officers, Screening Contractors, and other departments.
  • Collaborate with external partners, such as airlines and airport authorities, to ensure a coordinated approach to customer service and passenger facilitation.
  • Act as a primary point of contact for escalations and coordination with relevant stakeholders.
  • Prepare regular reports on customer service performance, including key performance indicators (KPIs), trends, and improvement initiatives.
  • Analyze data and feedback to identify areas for improvement and develop strategies to enhance the overall customer experience.

Qualifications:

  • A minimum of secondary education or related field or equivalent work experience.
  • A minimum of 1-3 years of experience working in the aviation industry, or similar service.
  • Ability to obtain and retain a RAIC (Restricted Area Identity Card) and Transport Canada Clearance.
  • Preference will be given to individuals with experience in the aviation industry.
  • Bilingual proficiency, with a preference for fluency in both English and French, is preferred for this position.
  • Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
  • Excellent interpersonal and communication skills, with a customer-centric approach.
  • Solid understanding of customer experience principles, service standards, and best practices.
  • Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
  • Strong analytical and problem-solving abilities, with a data-driven mindset.
  • Proficiency in using customer service software and tools.
  • Familiarity with CATSA regulations, SOPs, and relevant industry guidelines is an asset.
  • Flexibility to work in a fast-paced environment and adapt to changing priorities.
  • Dedicated to providing outstanding customer service and fostering a positive passenger experience.
  • Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
  • Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
  • Experience working with indigenous peoples, the LGBTQ community, and diverse populations.

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