Manager, Americas Customer Success

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 Manager, Americas Customer Success Center - Cargo is responsible for the strategic planning and execution of the Americas Success Centre operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, coaching, and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization and service performance. A commitment to excellence is demonstrated through continuous staff development, enhancing employee engagement, service, knowledge, skills, and morale.

Responsibilities :

• Responsible for executing the vision for the Customer Success Centres in the Americas region that meet customer and organizational needs.
• Engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.
• Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every customer interaction.
• Responsible for the overall development of new initiatives within the Americas Customer Success Centre(s) and implements changes for the overall improvement of the customer experience.
• Works collaboratively with their counterpart, the Manager, Customer Service Centres in Canada to ensure alignment and consistent standards across all customer touchpoints.
• Accountable for the development and delivery of the business model within Success Centres.
• Provides guidance & leadership to all staff and works to develop, coach and mentor employees for succession planning.
• Establishes short- and long-term objectives for all direct reports. Provides feedback to staff through meetings, forums, performance reviews and regular site visits.
• Liaise and work with Customer Service Development Manager in Canada to implement and maintain effective internal and external Quality Assurance programs, fostering continuous improvement and exceeding service level performance.
• Responsible for liaising with relevant departments and vendors to deliver a successful customer experience regardless of the customer channel used. Must work collaboratively with various departments including Operations, CRM Analytics, Commercial and Business Intelligence to optimize work flows and ensure Service Level Agreements (SLAs) are adhered to.
• Conduct effective resource planning to maximize the productivity of resources.
• Evaluate and recommend changes in policies, procedures and systems related to Contact Centres that will enhance the customer experience.
• Responsible to create a sense of ownership across the workforce, so that employees feel empowered to use their judgement and experience to make sound decisions.
• Liaise and work with the Customer Service Development Manager in Canada to motivate and engage individuals and the team to build a positive and healthy working environment.
  Coach and provide leadership to the Americas team remotely and on site based on employee development plans.
• Maintains current and accurate group product knowledge, booking procedures and policies while staying in close communication with HDQ for changes and recommendations.
• Develops and maintains strong relationships with commercial and operational teams.

Organizational Alignment:

• Reports to the Director, Global Customer Service - Cargo.
• Enlist the support of regional sales, Resources, Operations and other sales & management resources as needed
• Closely coordinates company executive involvement with customer management (i.e customer service escalations).
• Works closely with Customer Success team in Canada and with other regional heads to ensure customer satisfaction & problem resolution.

Qualifications

• University degree or equivalent.
  
• Experience in people management and remote management is an asset.
  
• Knowledge and/or understanding of Salesforce is an asset.
  
• Commercial or Operational background is an asset.
  
• Strong Customer focus with the ability to work under pressure, handle stressful situations and maintain flexibility.
  
• Ability to influence, convince and create mutually acceptable solutions in the context of conflicts.
  
• Minimum 3-5 years airline Operations experience, preferably in Cargo, Airports or customer service.
  
• Must demonstrate significant achievements in specific quality areas and/or issues; proven superior interpersonal skills, writing skills and leadership capabilities

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.