ECX Service Manager

7 days ago

Toronto, 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 ECX Service Manager is a beacon of service excellence, radiating enthusiasm and energy that inspires and excites others. This role is pivotal in setting and maintaining high standards of service across the organization, ensuring consistent and exceptional customer experience.

The ECX service manager leverages data to refine service strategies, collaborates with branch leadership, and promotes a service-oriented culture.

Additionally, they maintain the ECX service hub, engage in continuous learning to stay current with industry trends and customer needs, and act as a service expert to enhance service culture. This role is essential in helping Air Canada achieve our ambition of becoming a Top 10 Global Airline.

This position may be located in Toronto or Montreal.

Responsibilities:

  • Responsible to set, maintain, and evolve Service Standards.
  • Develop branch-agnostic standards for service across the customer journey.
  • Identify and implement unique service approaches for specific parts of the customer journey.
  • Establish stretch service goals to help achieve the organization's ambition of becoming a Top 10 Global airline.
  • Leverage data for Service Strategy and draw macro-level insights from customer feedback, industry trends, and NPS data to continuously evolve service standards.
  • Fine-tune and target service standard strategies based on data.
  • Collaborate with Operational Branch Leadership to establish two-way feedback channels.
  • Socialize and manage changes in service standards across operations, ensuring consistency throughout the customer journey.
  • Collect feedback from branch leaders about employee experiences to improve service culture and delivery.
  • Promote a Service-Oriented Culture across Operations and foster a culture focused on exceptional service across all branches.
  • Promote and maintain the ECX Service Hub, a dedicated Engage environment for branch leaders.
  • Facilitate cross-branch engagement, content consumption, and collaboration as it relates to service standards and customer experience.
  • Participate regularly in operations immersion to stay current with customer and employee experiences. Integrate insights from these activities into service standards.
  • Act as an advocate for Customer Service and the Customer Experience Subject Matter Expert.
  • Represent customer service perspectives in various forums and discussions at Air Canada.
  • Provide subject matter expertise and guidance to leadership on executing service standards to collectively enhance service culture and mindset across the organization.

Qualifications

  • Bachelor's degree in hospitality management, or a related field. Customer Experience certification would be an asset.
  • Minimum of 5 years of experience in customer service, preferably within the airline or travel industry.
  • Proven track record of setting and maintaining high service standards.
  • Demonstrated ability to lead and coach teams to enhance service culture.
  • Strong leadership and interpersonal skills.
  • Excellent communication and presentation abilities.
  • Ability to work collaboratively with cross-functional teams.
  • Strong problem-solving and decision-making skills.
  • Passionate about customer service and committed to continuous improvement.
  • Energetic and enthusiastic, with the ability to inspire and motivate others.
  • Strategic thinker with a focus on achieving long-term goals.
  • Adaptable and open to change, with a proactive approach to challenges.

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

  • Ecx Service Manager

    1 month ago

    Toronto, 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 ECX Service Manager is a beacon of service excellence, radiating enthusiasm and energy that...

  • Service Design Manager

    6 months ago

    Toronto, 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.** Reporting to the Director of Customer Experience Design, the Service Design Manager applies design...

  • Enterprise Regional Sales Manager

    6 months ago

    Toronto, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto - (24000029) **What is the job**: - Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise - Farm the regional base of active customers - up-selling and cross-selling. - Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised...

  • Regional Service Manager

    6 days ago

    Toronto, Canada Service Express Full time

    **20-40% travel is required as needed in this role for service meetings, internal and external business meetings, and engineer meetings throughout Canada, Michigan, and Ohio!** As Service Express has been growing, so have our teams to support our expansion! As such, we are looking for a **Regional Service Manager** to oversee service delivery and day-to-day...

  • Chef Du Rehaussement de L’expérience Client

    1 month ago

    Toronto, Canada Air Canada Full time

    **Description** **Appartenir à Air Canada, c'est appartenir à un symbole canadien, Air Canada récemment élue meilleur transporteur aérien en Amérique du Nord. Faites décoller votre carrière en vous joignant à notre équipe novatrice et diversifiée à l'avant-garde du transport aérien de passagers.** Le chef du Rehaussement de l'expérience...

  • Service Manager

    4 months ago

    Toronto, Canada Service Inspired Restaurants Full time

    Company & Brand Overview: **Our Story** At Service Inspired Restaurants we take great pride in our diverse portfolio of restaurants and believe a brave, bold and results-driven culture inspires and creates new opportunities for everyone. Our values and promises are not simply a dream, vision, or mission, but a way of life for every person that becomes or...

  • Developmental Services Triage Case Manager

    1 month ago

    Toronto, Canada Family Service Toronto Full time

    **Grow with us!** Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals and families destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience and stability in more just and supportive communities. We achieve this through our...

  • Developmental Services Triage Case Manager

    1 month ago

    Toronto, Canada Family Service Toronto Full time

    **Program**: Options Adult*** **Contract**: Temporary, Part-time; 21 hours per week; 9-month contract until September 2025 **Location**: 128A Sterling Rd with travel within the community and/or from a safe, home-based office as required **Salary**: $57,258 - $70,524 per annum Grade 8 BU, pro-rated to hours worked **Application Deadline**: November 18, 2024,...

  • Manager, Family Services

    6 months ago

    Toronto, Canada Jewish Family and Child Service Full time

    **Manager, Family Services - Poverty Reduction** **_(12 month contract)_** **Join Our Team** Jewish Family and Child Service (JF&CS) is seeking a **Manager, Family Services - Poverty Reduction **who will be responsible for the development, management, and leadership of the Poverty Reduction team. This leadership role within the Agency involves the...

  • General Manager

    6 months ago

    Toronto, Canada Service Inspired Restaurants Full time

    Company & Brand Overview: **Our Story** At Service Inspired Restaurants we take great pride in our diverse portfolio of restaurants and believe a brave, bold and results-driven culture inspires and creates new opportunities for everyone. Our values and promises are not simply a dream, vision, or mission, but a way of life for every person that becomes or...

  • Customer Service Manager

    6 months ago

    Toronto, Canada Canadian Linen and Uniform Service Corp Full time

    **About Canadian Linen & Uniform Service** Canadian Linen & Uniform Service Corp., a Vestis company, provides uniforms and related products to more than 300,000 customers across North America, in virtually every industry. From designing and manufacturing to laundering and delivering, Canadian Linen works with local and national clients to create and...

  • Manager, Family Services

    6 months ago

    Toronto, Canada Jewish Family and Child Service Full time

    **Family Services Manager, Hospice & Holocaust Survivor Services** **Join Our Team** Jewish Family and Child Service (JF&CS) is seeking a **Manager, Family Services - Hospice & Holocaust Survivor Services **will be responsible for the development, management, support and leadership of Hospice and Holocaust Survivor Services social workers.** **_This...

  • Logistics Sales Consultant

    2 weeks ago

    Toronto, Ontario, Canada ECX Global Logistics Canada Inc. Full time

    We are an integrated logistics partner planning, controlling and implementing effective systems to constantly improve the flow of goods, documentation and information meeting our customers' needs.Key ResponsibilitiesPromote sales to existing clientsIdentify and solicit potential clients domestically and from foreign countriesProvide presentations on the...

  • Funeral Services Assistant

    6 months ago

    Toronto, Canada Service Corporation International Full time

    **Job Summary** Provides clerical and administrative assistance supporting funeral operations. Other general duties include meeting the general public, answering questions and providing information on funeral and cremation information and other related topics, answering phones courteously and in a polite manner, assisting on funeral, memorial and other...

  • Office Manager

    6 months ago

    Toronto, Canada Air Charter Service Full time

    **Company Description** OUR STORY** Air Charter Service was established in 1990 in the basement of our Chairman’s home and today employs over 500 people globally, across 27 offices on six continents. We’re not just the largest charter brokerage in the world, but also the largest charter family, holding those same values that started this business at the...

  • Assistant General Manager

    2 months ago

    Toronto, Canada Service Inspired Restaurants Full time

    Company & Brand Overview: **Our Story** At Service Inspired Restaurants we take great pride in our diverse portfolio of restaurants and believe a brave, bold and results-driven culture inspires and creates new opportunities for everyone. Our values and promises are not simply a dream, vision, or mission, but a way of life for every person that becomes or...

  • Bar Manager

    1 week ago

    Toronto, Canada Service Inspired Restaurants Full time

    Company & Brand Overview: **Our Story** At Service Inspired Restaurants we take great pride in our diverse portfolio of restaurants and believe a brave, bold and results-driven culture inspires and creates new opportunities for everyone. Our values and promises are not simply a dream, vision, or mission, but a way of life for every person that becomes or...

  • Manager, Social Action

    6 months ago

    Toronto, Canada Family Service Toronto Full time

    **Grow with us!** Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals, families and communities destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience, stability, and equity. We achieve this through our understanding of...

  • Senior Technology Operations Manager

    4 weeks ago

    Toronto, Ontario, Canada AllFix Service Group Full time

    About AllFix Service GroupWe are seeking an experienced and skilled Senior Technology Operations Manager to join our team at AllFix Service Group.The successful candidate will be responsible for planning and controlling budgets, establishing policies and procedures, authorizing product specifications, meeting with clients, managing incidents, and providing...

  • Social Action Manager

    6 months ago

    Toronto, Canada Family Service Toronto Full time

    **Grow with us!** Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals, families and communities destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience, stability, and equity. We achieve this through our understanding of...