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 :

GardaWorld : Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.

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