About the role
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.
Responsible for the system-wide recovery from irregular operations for all Air Canada, Rouge, Air Canada Express and adhoc Charter clients. The Manager Passenger Movement is responsible for championing and recommending recovery options that are focused on elevating our Customer’s Experience during disruptions. With a customer centric approach, the Manager Passenger Movement provides strategic direction to SOC planning units, Global Proactive Customer Care (GPCC), Revenue Management as well as supports Airports, Contact Centers, Customer Relations and other key stakeholders in recovery plans
Responsibilities:
- Responsible for the implementation of the most optimal customer recovery plans including rebooking, internal and external communication and guidance on proactive compensation.
- Lead a team of Passenger Movement Managers, foster teamwork and champion positive Customer Experiences. Conduct twice daily huddles with CJM & GPCC teams.
- Keep abreast of all Process/Procedures affecting usage of the following tools: Netline/OPR/CM/Inventory/Delay coding/Flight Forecasting/Notification protocols
- Provide Customer Centric direction and insight to the Manager, System Operations Control and coordinate the calls or requests as they relate to customer handling during diversions, tech stops, major disruption events.
- Work on a consultative basis, develop strategic customer centric recovery plans with all key stakeholders
- Ensure the timely communication of passenger movement initiatives to Airports and Contact Centers, work closely with CJM managers and provide direction to CJM, GPCC and System Operations Control group to ensure successful deployment of our recovery plans.
- Develop, manage and initiate communication using various notification avenues and communication tools.
- Provide leadership in investigations and in the evaluation of customer scenarios with SOC, Flight Operations, In-Flight, Air Canada Vacations, Corporate Communications, Airports and Contact Centers delegates to determine action plans for customer recovery during disruptions.
- Assess customer impact in anticipated major disruption events and propose customer journey-based recovery solutions. Institute added flying options to bypass affected station(s) during irops and suggest added capacity requirements with consultation from CC, RM Ops and CJM.
- Determine on a consultative basis with Revenue Management Operations potential incremental revenue or downgauge opportunities based on stronger/weaker forecast revenue demands, and fleet and crewing availability.
- Evaluate the applicability of AC.com travel advisories and authorize issuance as required.
- Proactively evaluate and communicate any requirements for standards of treatment for hotel, meals & ground transportation vendor based on existing tools such as ACR in N. America and work closely with Intl teams for the rest of the network.
- Ensure timely communication and oversee the implementation of recovery action plans with customer service teams.
- Ensure Corporate Communications are briefed on timely customer-focused operational updates with respect to irregular operation customer impact issues which could result in media attention.
Qualifications
- University degree or equivalent experience
- Minimum of four years Airport Customer Service experience.
- Fundamental understanding of Airline operations with a network carrier an asset.
- Sound understanding of airport operations, process and procedures and customer accommodation protocols
- Proven decision maker and capable of multi-tasking in very stressful situations.
- Knowledge in Altea CM, Inventory, Netline, Microsoft, and Communicator applications is an asset
- Ability to work different types of shift patterns, including weekends, and holidays.
- Ability to interpret, and understand international rules, policies, and laws in regard to passenger rights.
- Working knowledge of the Air Canada schedule and products.
- Excellent verbal and written communication skills.
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.
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.
About the role
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.
Responsible for the system-wide recovery from irregular operations for all Air Canada, Rouge, Air Canada Express and adhoc Charter clients. The Manager Passenger Movement is responsible for championing and recommending recovery options that are focused on elevating our Customer’s Experience during disruptions. With a customer centric approach, the Manager Passenger Movement provides strategic direction to SOC planning units, Global Proactive Customer Care (GPCC), Revenue Management as well as supports Airports, Contact Centers, Customer Relations and other key stakeholders in recovery plans
Responsibilities:
- Responsible for the implementation of the most optimal customer recovery plans including rebooking, internal and external communication and guidance on proactive compensation.
- Lead a team of Passenger Movement Managers, foster teamwork and champion positive Customer Experiences. Conduct twice daily huddles with CJM & GPCC teams.
- Keep abreast of all Process/Procedures affecting usage of the following tools: Netline/OPR/CM/Inventory/Delay coding/Flight Forecasting/Notification protocols
- Provide Customer Centric direction and insight to the Manager, System Operations Control and coordinate the calls or requests as they relate to customer handling during diversions, tech stops, major disruption events.
- Work on a consultative basis, develop strategic customer centric recovery plans with all key stakeholders
- Ensure the timely communication of passenger movement initiatives to Airports and Contact Centers, work closely with CJM managers and provide direction to CJM, GPCC and System Operations Control group to ensure successful deployment of our recovery plans.
- Develop, manage and initiate communication using various notification avenues and communication tools.
- Provide leadership in investigations and in the evaluation of customer scenarios with SOC, Flight Operations, In-Flight, Air Canada Vacations, Corporate Communications, Airports and Contact Centers delegates to determine action plans for customer recovery during disruptions.
- Assess customer impact in anticipated major disruption events and propose customer journey-based recovery solutions. Institute added flying options to bypass affected station(s) during irops and suggest added capacity requirements with consultation from CC, RM Ops and CJM.
- Determine on a consultative basis with Revenue Management Operations potential incremental revenue or downgauge opportunities based on stronger/weaker forecast revenue demands, and fleet and crewing availability.
- Evaluate the applicability of AC.com travel advisories and authorize issuance as required.
- Proactively evaluate and communicate any requirements for standards of treatment for hotel, meals & ground transportation vendor based on existing tools such as ACR in N. America and work closely with Intl teams for the rest of the network.
- Ensure timely communication and oversee the implementation of recovery action plans with customer service teams.
- Ensure Corporate Communications are briefed on timely customer-focused operational updates with respect to irregular operation customer impact issues which could result in media attention.
Qualifications
- University degree or equivalent experience
- Minimum of four years Airport Customer Service experience.
- Fundamental understanding of Airline operations with a network carrier an asset.
- Sound understanding of airport operations, process and procedures and customer accommodation protocols
- Proven decision maker and capable of multi-tasking in very stressful situations.
- Knowledge in Altea CM, Inventory, Netline, Microsoft, and Communicator applications is an asset
- Ability to work different types of shift patterns, including weekends, and holidays.
- Ability to interpret, and understand international rules, policies, and laws in regard to passenger rights.
- Working knowledge of the Air Canada schedule and products.
- Excellent verbal and written communication skills.
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.
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.