Bilingual (EN / FR) Customer Experience Manager
GardaWorldOttawa, Ontario, CA14 days ago
Job descriptionPost secondary education in Business Management or Human Resources, or equivalent work experience Ability to obtain and retain a RAIC (Restricted Area Identity Card) and Transport Canada Clearance Preference will be given to individuals with experience in the aviation industry. Fluency in both English and French, is required for this position Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA). Preference will be given to individuals with experience with federal H&S standards, Canada Labour Code and ESDC. Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred. Experience working with indigenous peoples, the LGBTQ community, and diverse populations.
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 :