No experience Jobs in Richmond, BC

Reporting to the Head of Digital and Customer Experience (D&CX), The Manager, Customer Experience (CX) is a highly collaborative role that is ultimately responsible for creating and maintaining a consistent, efficient, positive end to end customer experience. The ideal candidate is passionate about customer service, driving efficiency and has a keen eye for continual improvement.

The Manager, CX oversees three major customer touchpoints : 1) Customer Contact Centre (CCC), which receives all retail and third-party customer requests, 2) Customer Care, where escalated customer concerns and Air Passenger Protection Regulations (APPR) and any other regulatory-related responses are handled, and 3) In journey experience, where our policies and procedures define what the Harbour air experience is. In partnership with the Senior Leadership Team and leadership in the Operations team, this position plays a pivotal role in developing and implementing strategies and policies to develop and enhance the overall customer journey.

WORK HOURS : Office hours (weekend and evenings as needed)

LOCATION : Richmond, Vancouver

TERM : Full Time Regular

DEPARTMENT : Commercial

Responsibilities and Expectations

Customer Contact Center

• Oversee Customer Contact Centre (CCC), including Supplier Support, which receives all retail and third-party customer requests.
• Ensure booking and reservation management processes are efficient and staff are equipped with knowledge and skills to handle requests effectively.
• Provide training and development to staff in CCC.
• Leverage technology to streamline booking processes and enhance customer interactions.
• Manage workforce schedules to ensure adequate staffing levels during peak reservation periods.
• Lead, motivate, and manage the team, providing coaching, training, and guidance to ensure high performance, productivity and achievement of goals and objectives. Set individual and team targets, monitor progress, and provide regular performance feedback to team members.
• Manage and lead operations of staff travel function, which includes administration of standby travel and interline travel.

Customer Care Management

Customer Journey, Policies and Procedures

Collaborative Initiatives and Projects

Qualifications / Assets

IDEAL EXPERIENCE

EDUCATION

Undergraduate degree in tourism, business, economics, or similar.

CRITICAL CAPABILITIES

Leadership

Communication

Analytics

Time Management

ABOUT HARBOUR AIR

Harbour Air is North America's largest seaplane airline, a quintessential west coast experience offering up to 300 daily scheduled flights, charters, and scenic tours showcasing British Columbia’s coast and beyond. Our people are the backbone of our organization, and we are committed to creating a culture that inspires one another to achieve extraordinary success. With around 500 employees and a fleet of 45 aircraft, Harbour Air serves 14 coastal communities in BC and Seattle, USA. The airline became the world’s first and only fully carbon neutral airline and is strongly committed to being an industry leader on sustainable initiatives mitigating climate impact. Operating the world's first fully electric aircraft is a testament to the phenomenal teamwork and culture that exist at Harbour Air. For more information, please visit www.harbourair.com

APPLY NOW : Apply on , Indeed or email your resume and cover letter to us quoting 24-63, Manager Customer Experience.

DEADLINE : Open until filled

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Harbour Air is an equal opportunity employer, we are committed to Diversity and Inclusion and value a diverse workforce. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and communities we serve.

Harbour Air is committed to developing a barrier-free recruitment process and work environment. Accommodation in relation to the job selection process is available upon request. If you require any accommodation, please email us and we’ll work with you to meet your accessibility needs.