Frontline Passenger Experience Director

4 weeks ago

Mississauga, Ontario, Canada GardaWorld Full time

GardaWorld is a leading provider of security and cash logistics services in North America. We offer our employees a comprehensive compensation package, which includes a competitive salary.

The estimated annual salary for this position is $70,000 to $90,000 CAD, depending on experience and location. This salary is based on the job requirements, industry standards, and the cost of living in Toronto and Montreal.

About the Role:

We are seeking an experienced leader to join our team as a Customer Experience Manager. As a key member of our leadership team, you will be responsible for managing a team of facilitators who provide exceptional customer service to passengers at our screening facilities.

Key Responsibilities:

  • Provide guidance, coaching, and support to the Facilitator team to ensure they deliver excellent customer service.
  • Establish clear performance expectations, track progress, and provide regular feedback to team members.
  • Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
  • Conduct regular team meetings and individual performance evaluations to ensure the team is meeting its goals.
  • Monitor and improve the efficiency of passenger flow, queue management, and wait times to enhance the overall customer experience.
  • Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
  • Act as a primary point of contact for escalations and coordination with relevant stakeholders.

Requirements:

  • Post-secondary education or equivalent work experience.
  • A minimum of 1-3 years of experience working in the aviation industry or a similar service sector.
  • Fluency in both English and French.
  • 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.
  • Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
  • 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.

Employment Details:

  • Employment Type: Permanent
  • Locations: Toronto, ON & Montreal, QC

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