Bilingual (EN/FR) 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 has a dual responsibility, as the candidate would also serve as a Health & Safety company representative, primarily for Ottawa International Airport.

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.
• Create and execute a thorough customer service strategy to improve the overall passenger experience.
• Monitor customer satisfaction metrics, analyze feedback, and implement action plans to address areas of improvement.
• Ensure that team members are knowledgeable about CATSA (Canadian Air Transport Security Authority) regulations, SOPs (Standard Operating Procedures), and other relevant guidelines.
• Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
• Collaborate with external partners, such as airlines and airport authorities, to ensure a coordinated approach to customer service and passenger facilitation.
• Work alongside the H&S team, participating in JHSC meetings and being a company representative.
• Working with the safety committee to improve working conditions for all employees.
• Participate in workplace investigations, assessments, table top exercises and ESDC audits, ensuring a successful implementation of the companywide Health & Safety system.  

Qualifications:

• Post secondary education in Business Management or Human Resources, or equivalent work experience
• 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. 
• Fluency in both English and French, is required for this position
• Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
• Preference will be given to individuals with experience with federal H&S standards, Canada Labour Code and ESDC.
• 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.