Crew Compliance Specialist

Amazing opportunity for someone who lives in or close to the Kitchener/Waterloo area. We are also willing to assist with relocation costs if you choose to relocate to be closer to work. Please note there is a km restriction in order to qualify for the relocation support. This is a hybrid role with 3 days in office.


The Crew Compliance Specialist (CCS) is part of the Customer Fulfillment team. This team will manage the domain specific technical support for all products that contain crew compliance features used by customers.

The CCS provides expertise and technical support on Products, especially as it relates to Crew Legalities and Compliance. They will be the product expert to answer questions either from customers or from other entities. The CCS should analyze customers feedback and product occurrences to provide leadership and direction to all development activities. The CCS prioritizes the bug fixes and needed enhancements in the Product and, depending on how the product is developed/maintained, follow-up progress with the relevant development teams and their support infrastructure (both employees and contractors).

The CCS provides operational expertise of the use of the product by our customers. They are responsible for ensuring the right level of verification and validation regarding operational use of the product. The CCS is also accountable for ensuring customer satisfaction following the 4 pillars : safety, security, quality and business.




Advantages
What we Offer:


Flexible hours

Hybrid working environment (3 days in office)

Free parking

Vacation Days (15)

Professional Development Day

Christmas shut down

Summer core hours

Strong work-life balance

Casual dress code

Competitive group benefits plan

Strong focus on mental health support benefits

Sick and Personal days

RRSP matching program

Life Insurance

Access to Employee Share Scheme

Maternity & Paternity benefits

Referral program

Rewards and Recognition program

Training and Development Support

Monthly Lunch and Learns

Fitness & Wellness reimbursement

An active social committee

Organized Volunteer Events

Game room, including a flight simulator!

Active Inclusion & Diversity Committee

And much more


Responsibilities
Analysis, definition and implementation of various features such as credit calculations that will be used in Payroll. Although our products are not Payroll systems, the applications we manage are responsible for collecting and calculating the base information that will be sent to Payroll systems for downline use. The TPM has a responsibility to understand and manage these features and relationships to ensure the system is useable in an OCC, in tandem with common Payroll systems in the Aviation industry.

Work with Customer Experience team to ensure the Level 3 support regarding product expertise and relying on the L3 support dev team when necessary.

Ensure Customer satisfaction regarding the product is at the expected level.

Define new Product releases content by prioritizing the bug fixes and needed enhancements

Internal testing and use of Product to ensure Verification and Validation activities are at the right level. Run User Acceptance Tests at operational level when needed

Support the deal management (RFP, RFI and other questions that relate to the product specific domain) and delivery teams (Customer onboarding) regarding product expertise.

If needed, act as product owner responsible for occurrence management dealing with the 4 pillars: Safety, Security, Quality and Business impacts.

Ensure smooth and efficient communication with other internal and external stakeholders on the product.

Support Customer Experience in maintaining and reviewing training materials and product documentation (release notes).

Contribute to enhancements of processes and product materials, including but not limited to:

Customer-Facing Documentation

Freshdesk help files

White papers

Marketing Materials (as needed)

Ability to analyze the impact of a change to existing implementations, FAR, EASA, CAA’s in general, and the cascading effect of those changes, on other aspects of an OCC, or business operations.

Understanding of the overall airline crew operations, to ensure that we can analyze, define and implement various union and company rules.

Participate in the process to oversee and audit customer systems to ensure compliance to requirements and ensure they are standard implementations.



Qualifications
Qualified Experience/Skills/Training:

Education:

Successful completion of a Bachelors degree or diploma in computer science or technology, or technical aviation related domain, such as diplomas leading to OCC leadership jobs (or equivalent)

Experience:

Experience in the aviation industry is important

Proven experience in maintaining project schedules, documentation, communications and meeting deadlines

Experience developing under external industry standards or certifications

Experience with, and understanding of Civil Aviation crew Regulations is an important baseline. Specific experience and knowledge of FAR regulations in North America is important.

Experience working in a software development environment, driving feature progress and requirements gathering would be an asset

Understanding of the full SDLC (Software Development Lifecycle) management, is an asset

Knowledge, Skills, Demonstrated Capabilities & Competencies:

Experience in the aviation industry is critical

Must work effectively with others in a team environment

Proactive, problem solver with effective interpersonal and communication skills

Able to effectively communicate, both verbally and written, technical aspects of architecture and integration to management, clients and staff

Ability to manage through a period of growth or transition a definite asset

Able to translate strategic objectives into daily activities and guide and motivate others to deliver

Supplier (including contract) and partners management

Excellent organizational and time management skills.

Candidates with specific experience in IOCs will likely be given preference for this position.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

English language proficiency

French an asset but not required

Technical Systems Proficiency:

Experience with any common or in-house Crew Compliance software used in the industry is not required, but would be a strong asset.

Experience in interpreting Crew Compliance regulations in the real world is a strong asset.

Responsible for stack management of RFP responses via tools such as Loopio


Summary
The Crew Compliance Specialist (CCS) is part of the Customer Fulfillment team. This team will manage the domain specific technical support for all products that contain crew compliance features used by customers.

The CCS provides expertise and technical support on Products, especially as it relates to Crew Legalities and Compliance. They will be the product expert to answer questions either from customers or from other entities. The CCS should analyze customers feedback and product occurrences to provide leadership and direction to all development activities. The CCS prioritizes the bug fixes and needed enhancements in the Product and, depending on how the product is developed/maintained, follow-up progress with the relevant development teams and their support infrastructure (both employees and contractors).


Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.