Onboard Experience Manager, In-flight Service

2 weeks ago

Mississauga, Canada Air Canada Rouge Full time

**Job Brief**:
Reporting to Manager, Customer Service Excellence the Onboard Experience, Manager role is responsible to lead and support the onboard Customer Experience team to promote and achieve consistency, leadership and customer service excellence onboard.

RESPONSIBILITIES:

- Provide direction, leadership and support with a focus on the onboard product delivery, operational integrity, and regulatory requirements
- Coordinate with Senior Management to identify areas that may require increased focus to ensure onboard service delivery compliance
- Take an active role in developing strategy for consistent onboard delivery
- Support ongoing recognition of onboard customer service excellence
- Develop strategies for onboard coaching and continuous improvement
- Provide detailed reports and possible recommendations to the Manager, Customer Service Excellence
- Coordinate and build Onboard Customer Excellence Specialists’ team schedules
- Actively provide Rouge crew with support and direction specific to onboard service and overall customer experience
- Assist with the maintenance of operational service flows and supporting documentation such as lead checklist, service guide, premium service etc., as required
- Monitor onboard customer excellence team KPIs and provide feedback and opportunity for professional growth and development
- Liaise with Concierge team on standards for high yield customers and communication of standards to Rouge crew
- Provide management support as required in the daily operation
- Assume any responsibilities as delegated by the Manager, Customer Service Excellence
- Establish business processes and procedures for both this position and Onboard Customer Excellence Specialist role.

KNOWLEDGE AND SKILLS REQUIRED:

- Experience in Management with a strong focus on leading and motivating employees
- Successfully complete the Flight Attendant Training Program and maintain qualifications
- Excellent interpersonal, conflict resolution and communication skills
- Detail oriented, innovative and creative
- Strong customer service excellence focus
- Must have integrity, discretion, confidentiality and professionalism
- Ability to meet deadlines, strong organizational skills and able to work under pressure to achieve multiple objectives
- Adaptable and flexible to support a 24/7 operation
- Ability and willingness to travel
- 10 years related airline experience
- Fluency in French and English an asset

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