Assistant Director, Customer Experience

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