Customer Service Manager

Communication - Marketing - Sales
May 8, 2017
Updated on
June 21, 2017
Valid until

The Customer Service Manager is responsible and accountable to successfully manage all Aircraft Service Functions including ramp, baggage, grooming and deice in a safe professional manner.

The Customer Service Manager is responsible and accountable to successfully manage all Aircraft Service Functions including ramp, baggage, grooming and deice in a safe professional manner.


   Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.

   Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance.

   Understand, interpret and communicate key performance indicators and associated station results, pertaining to operations, safety and customer satisfaction.

   Responsible for operational safety, a satisfying work environment, improved quality of customer service and compliance to the Official Languages Act in the branch.

   Identify, recommend and initiate enhancements and changes to processes and procedures to better support operational and service standards.

   Monitor day-of deployment of staff as well as responsibility for the effective management & deployment of facility and equipment resources.

   Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions.

   Participate in Management team meetings and decision making pertaining to station matters.

   Ensure Safety, Security and Service standards are observed, monitored and practiced consistently including awareness of the Emergency Response and Environmental Plans.

   Conduct investigations and self-audits on regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures to address root cause.

   Effectively liaise /cooperate with other departments / suppliers on an ongoing basis to meet service and operational requirements.

   Ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.

   Assume local leadership, as assigned, for specific local initiatives for process & performance improvement.

   Communicate the Station Safety Plan for aircraft services and baggage services and ensures consistent adherence to plan.

   Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions.

   Act as a coach for the employees, motivate and engage individuals and the team to build a positive and healthy working environment.

   Encourage, recognize and acknowledge employees who consistently delivery services excellence.


   Strong customer focus, dealing with customers with professionalism and care

   Excellent interpersonal and problem solving skills; able to apply creative solutions that have a positive impact on results

   Recognized ability to work under pressure, handle stressful situations and maintain flexibility

   Ability to respond quickly and proactively to situations and seize opportunities

   Ability to influence, convince and create mutually acceptable solutions in the context of conflicts

   Possess an energetic and tenacious achievement orientation

   Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment

   Strong commitment to teamwork

   Excellent verbal and written communication skills

   Knowledge and expertise in AC safety and service standards as well as labour relations an asset

   Knowledge of airport operations an asset

   Bachelor’s degree or academic equivalent is an asset

   Computer skills a definite asset

   Ability to work day, evening, night and weekend shifts


Based on equal qualifications, preference will be given to bilingual candidates.

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.