Director, Customer Service

Job summary

Lead customer service strategy and airport operations across PAL Airlines' Quebec network, improving passenger experience, operational performance, safety, and regulatory compliance. Develop station leaders and teams, manage workforce and performance initiatives, and collaborate with internal departments and external stakeholders.

Job details

Lead the Experience. Elevate the Journey. At PAL Airlines, every interaction matters. From the moment a customer arrives at the airport until they reach their destination, we are committed to delivering a safe, seamless, and memorable travel experience. We're looking for an inspiring leader to join our team as a Director, Customer Service and help shape the future of customer service excellence across our Quebec operations. This is a high-impact leadership role for someone who is passionate about people, operational excellence, and creating exceptional experiences for both customers and employees. What You'll Be Responsible For: * Customer Experience Leadership * Develop and execute the vision, strategy, and roadmap for customer service excellence across the Quebec network. * Lead station teams in delivering a consistent, high-quality customer experience that reflects PAL Airlines' service standards and values. * Identify opportunities to enhance the passenger journey while balancing operational efficiency and business objectives. * Foster a customer-first culture focused on service, accountability, and continuous improvement. * Operational Excellence * Provide leadership and oversight for airport customer service operations across all Quebec locations. * Drive operational performance through clear goals, KPIs, and accountability measures. * Collaborate with Flight Operations, Revenue Management, Reservations, and other departments to ensure seamless service delivery. * Conduct regular operational and business reviews to identify trends, improve performance, and implement corrective actions as needed. * Build and maintain strong relationships with airport authorities, service providers, and operational stakeholders. * Safety & Compliance * Champion PAL Airlines' commitment to safety and regulatory compliance. * Support and promote the Safety Management System (SMS) across all customer service operations. * Ensure adherence to Transport Canada regulations, corporate policies, and operational procedures. * Oversee station audits, inspections, and corrective action plans. * People Leadership * Lead, coach, and develop a high-performing team of customer service and station leaders. * Drive workforce planning, recruitment, succession planning, and leadership development initiatives. * Establish performance goals, support career development, and foster employee engagement. * Create an inclusive, collaborative culture where teams feel empowered to deliver outstanding results. What You'll Bring: * Proven senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or a related industry. * Demonstrated success leading multi-site teams and driving service excellence. * Strong business acumen with experience managing operational performance, budgets, and resources. * Exceptional communication, relationship-building, and leadership skills. * Ability to inspire teams, influence stakeholders, and lead through change. * A passion for delivering exceptional customer experiences. Language Requirements * Bilingualism (French and English) is required. * Due to the nature of this role, the successful candidate will regularly communicate, both verbally and in writing, with employees, customers, airport authorities, regulators, and stakeholders throughout Québec and across Canada. Why work for PAL Airlines? PAL Airlines values its employees and offers a competitive benefits package. The Perks of being one of our PALs: * Personal travel privileges with PAL and interline agreements with multiple airlines * Industry discounts * Comprehensive health benefits including medical, dental, vision, and life insurance * Pension Plan with Employer Matching * Employee Stock Purchase Plan * Employee Tuition Assistance Program * Employee and Family Assistance Programs Ready for Takeoff? If you're a strategic leader who thrives on delivering exceptional customer experiences, building high-performing teams, and driving operational excellence, we'd love to hear from you. PAL Airlines is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported, and respected. Candidates of all backgrounds are encouraged to apply. Only those candidates selected for an interview will be contacted. Thank you. #PALAirlines

What you’ll do

Lead customer service strategy and airport operations across PAL Airlines' Quebec network, improving passenger experience, operational performance, safety, and regulatory compliance. Develop station leaders and teams, manage workforce and performance initiatives, and collaborate with internal departments and external stakeholders.

Requirements

Requires proven senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or a related field, including success leading multi-site teams. Candidates should bring business and operational management experience, strong communication and relationship-building abilities, change leadership skills, and bilingual French-English proficiency.

Benefits

• Personal Travel Privileges
• Industry Discounts
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Pension Plan With Employer Matching
• Employee Stock Purchase Plan
• Employee Tuition Assistance Program
• Employee and Family Assistance Programs

Listed skills

• Continuous Improvement · Preferred
• Recruitment · Preferred
• Regulatory Compliance · Preferred
• KPI Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Experience Leadership
• Customer Service Operations
• Multi-Site Team Leadership
• Operational Performance Management
• Strategic Planning
• KPI Management
• Budget and Resource Management
• Workforce Planning
• Recruitment
• Succession Planning
• Leadership Development
• Stakeholder Relationship Management
• Safety Management Systems
• Regulatory Compliance
• Continuous Improvement
• Change Leadership
• Influencing Skills
• Operational Efficiency
• Workplace Inclusivity
• Accountability
• Business Objectives
• Bilingual (French/English)
• Service Standards
• Aviation
• Budgeting
• Auditing
• Business Acumen
• Customer Service
• Communication
• Continuous Improvement Process
• Employee Engagement
• Leadership
• Key Performance Indicators (KPIs)
• Operational Excellence
• Operations
• Pediatric Advanced Life Support (PALS)
• Relationship Building
• Revenue Management
• Reservations
• Balancing (Ledger/Billing)
• Airport Authorities

Job areas

• Management & Leadership
• Customer Service & Support
• Transportation
• Security & Safety
• Director of Customer Service
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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