Assistant Director, Customer Experience

Job summary

Reporting to the Vice President of Operations, the Assistant Director, Customer Experience, plays a cross-functional role in coordination, follow-up, and administrative support for aircraft owners and internal teams. Your role Aircraft Owner Communications Manage and follow up on communications with aircraft owners regarding matters related to their aircraft Coordinate follow-ups related to scheduled and unscheduled maintenance, inspections, maintenance work, and technical events requiring communication with owners Coordinate, when necessary, the scheduling of a replacement aircraft when a…

Job details

Reporting to the Vice President of Operations, the Assistant Director, Customer Experience, plays a cross-functional role in coordination, follow-up, and administrative support for aircraft owners and internal teams. Your role Aircraft Owner Communications Manage and follow up on communications with aircraft owners regarding matters related to their aircraft Coordinate follow-ups related to scheduled and unscheduled maintenance, inspections, maintenance work, and technical events requiring communication with owners Coordinate, when necessary, the scheduling of a replacement aircraft when an aircraft becomes unavailable Participate in the follow-up of new management agreements, contract renewals, and special requests from aircraft owners Support administrative follow-ups related to engine program contracts, suppliers, and contractual files Monitor insurance renewal documentation in coordination with the responsible stakeholders Assist with administrative follow-ups related to the recruitment, assignment, or transition of pilots dedicated to a specific owner or aircraft Clarify special billing situations when operational circumstances must be explained to the client or the Finance team Maintain professional, clear, and consistent communication with clients, aircraft owners, and internal stakeholders Project Management Demonstrate the ability to work effectively in a fast-paced environment where priorities change rapidly Collaborate closely with senior management and maintain a strong team-oriented approach Coordinate and monitor internal projects involving multiple departments Maintain cross-functional visibility on the progress of assigned projects and initiatives Conduct necessary follow-ups with relevant teams to ensure deadlines are met Update and maintain project management software and tools used by the organization Participate in the monitoring of aircraft sales, acquisitions, imports, and transition projects (brokerage activities) Prepare progress reports, action item lists, and decision-tracking summaries for active projects Identify roadblocks, delays, or issues requiring the attention of the Vice President of Operations Contribute to the continuous improvement of project tracking, document management, and coordination processes Administrative and Executive Support Work closely with the Vice President of Operations to support various administrative activities and follow-ups Prepare, draft, and maintain minutes of directors' meetings and other assigned meetings Assist with calendar management, deadline reminders, and meeting preparation Prepare tracking documents, reports, summaries, spreadsheets, and internal communications as required Maintain an organized filing system for documents related to clients, projects, contracts, and aircraft Support the preparation of communications intended for clients, aircraft owners, suppliers, and internal teams Perform any other related duties associated with supporting the Vice President of Operations and meeting the organization's operational needs Requirements Required qualifications Relevant experience in an administrative, coordination, customer service, or project management role Experience in aviation, aircraft management, or serving a high-end clientele is considered a strong asset Excellent command of both French and English, spoken and written Strong proficiency in the Microsoft Office Suite Knowledge of Microsoft Teams, SharePoint, Planner, or other project tracking and collaboration tools Knowledge of FOS, Corridor, CAMP, or other aviation operations and maintenance software is considered an asset Ability to manage multiple files and priorities simultaneously with professionalism, discretion, and attention to detail Canadian citizenship or permanent resident status Eligibility to obtain a Restricted Area Identity Card (RAIC) Your Skills Strong organizational skills, attention to detail, and a consistent, methodical approach to work Meticulous attention to detail in document preparation, filing, and follow-up activities Excellent follow-up and coordination skills, with the ability to proactively track outstanding items Ability to work independently while respecting established priorities and deadlines Professional judgment and discretion when handling confidential and sensitive information Strong interpersonal and communication skills when interacting with clients, aircraft owners, suppliers, and internal teams Ability to quickly understand and navigate operational, administrative, and contractual matters Benefits Our offer Experienced and dynamic team Competitive salaries based on licenses and experience Flexible schedule RRSP 3 weeks of vacation after the first year of service 5 personal days Comprehensive benefits package, including: Group insurance Employee & Family Assistance Program Life insurance Short- and long-term disability insurance Dental and prescription drug coverage

What you’ll do

The Assistant Director, Customer Experience is responsible for managing communications with aircraft owners and coordinating follow-ups related to maintenance and inspections. This role also involves project management and administrative support for the Vice President of Operations.

Requirements

Candidates should have relevant experience in administrative, coordination, customer service, or project management roles, preferably in aviation. Bilingual proficiency in French and English, along with strong organizational skills and attention to detail, are essential.

Benefits

• Competitive Salaries Based On Licenses And Experience • Flexible Schedule • RRSP • 3 Weeks Of Vacation After The First Year Of Service • 5 Personal Days • Comprehensive Benefits Package • Group Insurance • Employee & Family Assistance Program • Life Insurance • Short- And Long-Term Disability Insurance • Dental And Prescription Drug Coverage

Listed skills

• Administrative Support · Preferred
• Attention to detail · Preferred
• Teams · Preferred
• management · Preferred
• Communication · Preferred
• Reporting · Preferred
• maintenance · Preferred
• Administrative · Preferred
• Project management · Preferred
• scheduling · Preferred
• Customer · Preferred
• coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Organizational Skills
• Attention To Detail
• Project Management
• Communication Skills
• Customer Service
• Administrative Support
• Coordination Skills
• Microsoft Office Suite
• Aviation Management
• Bilingual Communication
• Professional Judgment
• Discretion
• Interpersonal Skills
• Document Management
• Follow-Up Skills
• Problem Solving