Customer Experience Manager

Reporting to the Regional Director, the Customer Experience Manager is a key leadership role responsible for managing the Customer Experience Facilitator team. The Customer Experience Manager ensures the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the facilitation of passengers, addressing customer concerns, and collaborating with internal and external stakeholders to enhance customer satisfaction and experience.

Key Responsibilities:

• Provide leadership, guidance, and support to the Customer Experience Facilitator team.
• Establish performance expectations, track progress, and offer continuous coaching and feedback.
• Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
• Conduct regular team meetings and individual performance evaluations.
• Identify training and development needs of team members and coordinate appropriate training initiatives.
• Create and execute a thorough customer service strategy to improve the overall passenger experience.
• Define service standards, policies, and procedures to ensure consistent delivery of exceptional customer service.
• Monitor customer satisfaction metrics, analyze feedback, and implement action plans to address areas of improvement.
• Keep abreast of industry trends and best practices in customer experience management.
• Organize and conduct training programs for Customer Experience Facilitators, focusing on customer service skills, conflict resolution, and communication techniques.
• Ensure that team members are knowledgeable about CATSA (Canadian Air Transport Security Authority) regulations, SOPs (Standard Operating Procedures), and other relevant guidelines.
• Oversee the facilitation of passengers, ensuring barrier-free access to screening checkpoints.
• Monitor and improve the efficiency of passenger flow, queue management, and wait times.
• Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
• Collaborate with screening personnel, stakeholders, and external partners to optimize the passenger experience.
• Build and maintain effective relationships with internal stakeholders, including Screening Officers, Screening Contractors, and other departments.
• Collaborate with external partners, such as airlines and airport authorities, to ensure a coordinated approach to customer service and passenger facilitation.
• Act as a primary point of contact for escalations and coordination with relevant stakeholders.
• Prepare regular reports on customer service performance, including key performance indicators (KPIs), trends, and improvement initiatives.
• Analyze data and feedback to identify areas for improvement and develop strategies to enhance the overall customer experience.

Qualifications:

• A min of secondary education or related field or equivalent work experience
• A minimum of 1-3 years of experience working in the aviation industry, or similar service
• Ability to obtain and retain a RAIC (Restricted Area Identity Card) and Transport Canada Clearance
• Preference will be given to individuals with experience in the aviation industry.
• Bilingual proficiency, with a preference for fluency in both English and French, is preferred for this position
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
• Excellent interpersonal and communication skills, with a customer-centric approach.
• Solid understanding of customer experience principles, service standards, and best practices.
• Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
• Strong analytical and problem-solving abilities, with a data-driven mindset.
• Proficiency in using customer service software and tools.
• Familiarity with CATSA regulations, SOPs, and relevant industry guidelines is an asset.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.
• Dedicated to providing outstanding customer service and fostering a positive passenger experience.
• Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
• Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
• Experience working with indigenous peoples, the LGBTQ community, and diverse populations.