Manager, Global Proactive Customer Care

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.

As part of the Global Proactive Customer Care team, you will foresee and minimize situations that could derail a customer’s travel experience within the operational/arrival window (-/+ 72 hours of flight date) across Air Canada’s global network.

This position oversees the execution of superior service delivery and proactive customer recovery as part of a dynamic team. The positions will be based at our System Operations Control Centre in Brampton, Ontario.

This position will collaborate with cross-functional teams and be empowered to take prompt and practical actions to deliver a seamless travel experience and recover customer’s journeys. The position is responsible to ensure our customers feel supported and maintain a positive image of our brand. The Manager, Global Proactive Customer Care will be expected to think outside the box, deliver innovative, well-designed, and quickly adopted solutions and manage the recovery experience with empathy.

The incumbent will collaborate closely with Customer Contact Centres, System Operations Control, Network Planning, Airports, In-flight Services, Corporate Communications, and other branches across the organization to make decisions in real-time to effectively resolve issues and impact to customer experience incidents, to maintain customer loyalty and minimize brand damage in the recovery process.

The Global Proactive Customer Care Team will set the way for a future that enables Air Canada to be recognized as an empathetic, customer-oriented organization that values its customers, takes ownership of service failures, and ensures timely recovery.

Accountabilities (Responsibilities): 

• Lead and drive the strategic vision and direction for in-the-moment service recovery, to mobilize communications, teams, and resources across multiple branches globally to recover customer experiences. Establish and maintain effective relationships with key internal and external stakeholders to ensure alignment and integration of service recovery initiatives.
  
• Design and optimize the post-flight information system within the CRM databases to deal with any post-flight complaints efficiently and proactively in a seamless and personalized manner. 
  
• Continuously monitor feedback received during recovery moments, identifying trends and opportunities for improvement, working with other internal stakeholders to derive plans addressing the identified pain points.
  
• Apply advanced knowledge of customer service, recovery, and resolution, and best practices to design and deliver customized and “outside-the-box” solutions for customers, including innovative and differentiated strategies for an immediate resolution or “surprise and delight” opportunities for an impacted customer. Evaluate the effectiveness and impact of the solutions and strategies and make recommendations for continuous improvement.
  
• Responsible for making customer-centric decisions autonomously and accountably, utilizing vital interpersonal, customer service, and decision-making skills, including directing and overseeing assigned cross-functional resources within the Customer Contact Centre (Call Centres/Customer Relations) to implement directives regarding compensation issuance, ticketing changes, etc. 
  
• Collaborate with dedicated points-of-contacts across multiple operational branches, regions and countries to mobilize recovery protocols when needed, taking into account the diverse and dynamic customer needs and expectations (e.g., concierge to meet the customers off a flight, In-flight crew to interact with the customer while in-flight, etc.)  Influence and persuade stakeholders to overcome resistance and foster commitment to the service recovery vision and goals.
  
• Apply in-depth knowledge of a broad area of airline operations, such as flight planning, scheduling, catering, baggage handling, airport services, in-flight services etc., to understand how the full customer experience works and identify the root causes of customer dissatisfaction efficiently. Implement on-the-spot creative solutions that address the customer needs and expectations, as well as the operational constraints and challenges.
  
• Accountable to recover 90 of the customer experiences to the customer’s satisfaction within KPIs, as established. 
  
• Proactively identify instances of customer impact through systems and internal stakeholder input. 
  
• Lead assigned resources to ensure that the established processes, policies, procedures, and government regulations are being met/exceeded while safeguarding the companys interest/assets.
  
• Monitor daily work volume trends and coordinate with the Intraday department to lead assigned work teams to meet/exceed the Departments SLAs/KPIs while ensuring that customers are promptly recovered.
  
• Develop and manage files/incidents that are actioned through the team.
  
• Keep track of recovery completed to highlight trends and implement mitigation strategies to address the identified root causes. Accountable for ensuring continuous improvement and customer experience satisfaction across the organization.
  
• Act as the SME on customer recovery insight. Influence assigned resources to allow the company to make decisions that meet the needs of our customers and enhance the brand reputation.
  
• Communicate factual and conceptual information involving explanation of complex and detailed situations or problems to customers, internal and external stakeholders, and senior management, using persuasive and diplomatic skills to resolve difficulties.
  
• Support the development of Customer Resolution strategies and practices that support Air Canada’s corporate objectives. Provide input and feedback based on customer recovery insights and expertise.

Qualifications

• Minimum of 5-10 years of previous airline experience, providing customer service and recovery to customers. 
• Minimum of 5 years work experience at the management level within the Customer Resolution, Customer Recovery and/or Airports/Operations environment is an asset.
• A relevant university degree in customer service, business administration, or a related field, or an equivalent combination of education and experience.
• Ability to work shifts (morning, evenings, nights). 
• Demonstrated excellence in customer resolution and customer service skills.
• Ability to provide creative resolution to customer experience issues.
• Ability to model professionalism and integrity.
• Strong knowledge and expertise in Air Canada’s service standards is an asset. 
• Self-starter with the ability to quickly learn and understand concepts, multi-task, investigate issues, solve problems, make decisions, manage processes, and work independently with minimal supervision.
• Ability to produce accurate analysis presentation materials to Senior/Executive leadership audiences that can stand independently with minimal editing and content direction.
• Capacity to maintain strict confidentiality and manage sensitive information.
• Ability to pay attention to detail and ensure accuracy and completeness of all investigative material.
• Excellent written and verbal communication skills with the ability to effectively interact with all stakeholders.
• Strong problem-solving and decision-making skills. 
• Capability to organize and prioritize tasks in a fast-paced and often hectic working environment while balancing competing priorities and adapting to the changing needs of the business while meeting deadlines.
• Demonstrated knowledge or success in leading case investigation practices, predicted by solid conflict resolution and problem-solving resourcefulness/skills.
• Understanding of regulations and associated legislation that impacts the assigned portfolio.
• Proficient in Microsoft Office applications

Working Conditions:

Physical Environment:

• Shift Work: The position involves shift work, including morning, evening, and night shifts. This requires adaptability to changing work hours, which can be physically demanding due to irregular sleep patterns and the need to stay alert during different times of the day or night.

• Office Setting: The role is primarily office-based. 

Psychological Environment:

• High Pressure and Fast-Paced: The fast-paced nature of the job can be mentally demanding, requiring quick thinking and the ability to manage stressful situations with composure.

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.