Customer Experience Director

3 days ago

Mississauga, Ontario, Canada GardaWorld Full time
Customer Experience Manager

GardaWorld seeks a Customer Experience Manager to lead the Facilitator team, ensuring exceptional customer service and a seamless passenger experience throughout the screening process.

Key Responsibilities:

  • Provide leadership, guidance, and support to the 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.
  • 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.
  • Act as a primary point of contact for escalations and coordination with relevant stakeholders.

Qualifications:

  • Post-secondary education or equivalent work experience.
  • A minimum of 1-3 years of experience working in the aviation industry, or similar service.
  • 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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