Job Description

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Air Canada\'s guiding brand principles - Flight Path - puts the customer at the center of everything we do. A welcoming, thoughtfully designed, and loyalty-building customer experience supported by glowing-hearted hospitality is critical to executing the company\'s customer-centric vision.

Reporting to the Senior Manager, Premium Product, the position supports the service delivery and implementation of the Premium Airport & Signature Services products including Maple Leaf Lounges, Signature Suites and Concierge & Tarmac Valet Services.

The Manager, Premium Product will work closely with key stakeholders throughout the company to deliver the products and services that support Air Canada\'s Premium Airports services, customer experience goals and commercial strategy, while ensuring excellence, consistency, and efficiency in delivery.

Collaborative relationships with operational groups and business partners are key to the success of this job at all levels. The cross functional nature of these efforts will require that the Manager, Premium Product provide timely product briefings and operational adjustments to multiple internal branches and external suppliers and partners.

Maple Leaf Lounges and Air Canada Caf\xc3\xa9

The position will lead end-to-end operational management of all YYZ lounges, in addition to support the rest of the Air Canada lounge network - US and INTL.s including:

Manage lounge product as per scope, budget and guidance provided by Senior Manager Premium Product

Food and beverage program

Digital newspaper and magazine content

Business services

Washroom and shower amenities

Staff service standards

Biosafety standards

Recommend innovative product ideas that will enhance the premium in-lounge customer experience.

Provide direction and resolution for any issues pertaining to the Maple Leaf Lounge access policies, standards or specifications.

Manage the internal and external cross-functional implementation of various lounge products and services. Project lead from inception to delivery, including identification of needs, business case development, launch events and internal/external communication plans.

Primary internal contact for external lounge service providers.

Set service level standards and expectations and ensure adherence - be an Air Canada brand ambassador.

Support compliance by developing and leading audit plans of lounge services together with internal and external stakeholders.

Support airports with all training requirements.

Provide on-site training support and coaching program to front-line staff as required to ensure proper delivery of service to our customers.

Ensure that all Air Canada lounge information reflects Air Canada\'s brand image and is accurate across all internal and external touch points.

Signature Suites

The position is responsible for the operational management of all Signature Suite facilities. Through leadership, negotiation and influence, the Manager works closely with internal (airport operations, corporate real estate, strategic purchasing, finance) and external (service providers, airport authorities, vendors and suppliers) stakeholders to create and ensure a consistent and seamless product for our premium customers.

Oversee the Signature Suite product and service specifications:

Accountable for the development, measurement and adherence of service level standards

Develop and lead mitigation plans to address service deficiencies

Manage the Signature Suite product as per scope, budget and guidance provided by the Senior Manager, Premium Product

Food and beverage program, including management of key partners required to support product proposition, and ensuring alignment to on-board program.

Digital newspaper and magazine content

Washroom and shower amenities

Staff service standards

Technology innovations facilitating customer experience and service deliveries

Biosafety standards

Recommend innovative product ideas that will enhance the Signature Suite customer experience

Provide direction and resolution for any issues pertaining to the Signature Suites (including external stakeholders and customer feedback resolution)

Primary internal contact for external service providers, providing positive direction and leadership regarding products & services, staffing levels and other operational issues.

Ensure all facilities are maintained to a high standard and in partnership with the Corporate Real Estate team, champion any refurbishments, furniture replacements or facilities updates.

Provide on-site training support and coaching program to front-line staff as required to ensure proper delivery of service to our customers.

Partnering with the Brand team, ensure that all Air Canada Signature Suite information reflects Air Canada\'s brand image and is accurate across all internal and external touch points (Air Canada website, printed material, 3rd party websites, brochures etc.)

Review invoices for accuracy

Tarmac Chauffeur Services

Oversee the product and service specifications:

Process and customer experience design to ensure successful product delivery.

Develop and lead mitigation plans to address service deficiencies.

Premium Airport Services

Responsible for the development and management of the end-to-end Air Canada Airports product/service strategy (including check-in services, self-service products, premium products, security, boarding experience, gating plan strategies, connections, baggage services, service recovery and cabin grooming) in partnership with Airports, IT , Cabins teams.

Responsible for the development, implementation and management of the global airports premium product strategy (excluding lounges), working closely with the Concierge and Premium Services teams

Partnering with the Brand team, support Airport product and signage/branding compliance across the Air Canada network

Participate in the development and implementation of key customer facing airport facilities development/enhancement projects in collaboration with Corporate Real Estate for all new station startups, terminal developments, relocations and existing operations

Develop and implement standards and report mechanisms for designated products and services from a quality assurance perspective

Qualifications

Minimum 5-7 years of airline, premium brand or hotel/restaurant operations experience

Previous airline operations experience considered a strong asset

University degree

Strong leadership experience in vendor management

Expert knowledge of airport and in-flight environment and operations or experience in hospitality industry operations

Experience and proven track record in budget and cost management

High degree of flexibility is required

Autonomous self-starter that can adapt quickly to change in direction and priorities

Must be able to work concurrently on multiple projects with competing timelines

Strong teamwork attitude, positive leadership and collaborative approach

Experience in project management an asset

Experience in data analysis an asset

Must be able to travel without restrictions on short notice as needed

Must be available as needed outside of regular business hours

Conditions of Employment:

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

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

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees\' unique contributions to our company\'s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted

Air Canada