Manager, Customer Operations

**Take Your Career to New Heights with Flair Airlines**

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach—but we don’t take ourselves too seriously.

**Your Team**:
Join Flair’s Customer Experience team, where operational efficiency and regulatory compliance are key to delivering consistent and accessible service. As the Manager, Customer Operations, you will be responsible for ensuring the customer experience team is equipped to manage complex operational inquiries, including claims, mishandled baggage, irregular escalations, accessibility programs, and other service-related matters. This role also focuses on developing and enforcing policies that promote accessible and inclusive service for all passengers, while using data-driven insights to enhance operations and ensure compliance with regulatory standards.

This role is based on-site at our Calgary, AB (YYC), Vancouver, BC (YVR), or Edmonton, AB (YEG)**office.

**A Day in the Life**:
**Customer Operations & Policy Development**:

- Develop, implement, and continuously refine customer care policies and procedures, ensuring alignment with regulatory requirements, including those set by the Canadian Transportation Agency (CTA) and the U.S. Department of Transportation (DOT).
- Lead cross-functional collaborations with Legal, Operations, Marketing, and other departments to interpret and integrate regulatory changes into the customer experience framework.
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer service operations and identify areas for improvement.

**Baggage Services Management**:

- Oversee mishandled baggage operations, ensuring timely resolution of issues and fair compensation in accordance with company policies and regulatory standards.
- Analyze baggage handling data to identify trends, implement corrective actions, and enhance overall baggage service efficiency.

**Passenger Accessibility**:

- Champion initiatives to improve accessibility for all passengers, ensuring services meet or exceed CTA guidelines for passengers with disabilities or reduced mobility.
- Develop training programs for customer service staff to enhance awareness and responsiveness to accessibility needs.

**Team Leadership & Development**:

- Manage and mentor the customer operations team, fostering a culture of excellence, accountability, and continuous improvement.
- Conduct regular training sessions to keep the team updated on policy changes, customer service best practices, and regulatory compliance.

**Data Analysis & Reporting**:

- Collect and analyze customer feedback and operational data to drive decision-making and strategic planning.
- Prepare comprehensive reports on customer service performance, regulatory compliance, and operational efficiency for senior management review.

**Regulatory Compliance & Industry Engagement**:

- Maintain up-to-date knowledge of industry trends, best practices, and emerging technologies in customer service and regulatory compliance.
- Develop and maintain relationships with regulatory agencies and industry associations, representing Flair Airlines in relevant forums.

**What You Bring to the Role**:

- ** Education**:

- Bachelor's degree in Business Administration, Computer Science, or a related field.
- ** Experience**:

- Minimum of 2-3 years in operations, regulatory compliance, or customer service within the aviation industry.
- Proven experience in managing baggage operations and handling customer service escalations.
- Experience with Business Process Outsourcing (BPO) providers is considered an asset.
- ** Skills and Abilities**:

- Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable strategies.
- Excellent communication and interpersonal skills, capable of collaborating effectively across departments and with external partners.
- Proficiency in customer operations solutions such as NetTracer, Zendesk, Salesforce, AWS Connect, Qualtrics, or similar platforms.
- Demonstrated leadership abilities in managing and developing high-performing teams.
- Bilingual proficiency in French and/or Spanish is considered an asset.
- ** Requirements**:

- Clear criminal record check and satisfactory references.
- Must be legally eligible to work in Canada without restriction.

**Why You’ll Love Working Here**:
At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what