Job 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.

The Service Director Manager serves as the primary point of contact for Service Directors (SDs) within Inflight Services (IFS), providing leadership, guidance, and personalized support. This role is dedicated to strengthening relationships with SDs with a focus on maximizing the personal and professional potential of each Service Director. The position aims to build confidence, encourage growth, and foster a culture of continuous development. Support is delivered in real time through a dedicated Service Director Support Desk, the use of digital engagement tools, and in-person presence within the operation. The Service Director Manager also collaborates closely with IFS Base Management to ensure alignment and consistency in base-level support.

Responsibilities:

To provide a comprehensive spectrum of support, this role has a split responsibility for both working-from-anywhere in the Operation and managing the Service Director Support Desk.

Development & Recognition

Coach and mentor SDs to foster a positive, empowered, and high-performing team culture. Promote a safe, respectful, and confidential environment that encourages open communication and trust. Actively support the leadership growth of Service Directors by fostering a strong sense of ownership and accountability. Empower them to lead with empathy, make sound decisions, manage resistance effectively, deliver constructive feedback, and lift their confidence. Support SDs in their personal and professional development, using performance development strategies and coaching techniques. Provide targeted coaching and recommendations to Service Directors to ensure a consistent and high-quality onboard customer experience. Identify SDs needing additional support and coordinate onboarding coaching with In-flight Excellence (IFX) Managers. Recognize and celebrate individual and team successes using platforms such as SHINE.

Support Desk

Respond to incoming calls, emails and MS Teams messages from SDs, addressing crew-related issues, inquiries, and urgent needs (including crisis management). Provide real-time support through meaningful, quality-based interactions. Foster relationships that enhance communication and understanding. Establish and communicate corporate priorities and key product initiatives. Offer timely updates on base-specific information, fleet and route changes, and operational and technical guidance. Track and escalate SD-specific issues reported verbally, via email and the OBR platform, ensuring timely resolution and follow-up. Monitor and assist with Viva Engage and educate SDs on reporting best practices, as applicable.

Operational Excellence

Collaborate with IFS Base Management on investigations, gathering SD perspectives, identifying coaching opportunities, and documenting coaching in PeopleSoft. Provide context behind company policies and decisions to ensure alignment and understanding of expectations.

Initial Service Director Training

Partner with Cabin Crew Training to co-facilitate Initial SD Training and act as a Subject Matter Expert (SME) in content delivery and development. Participate in behavioral assessment during Service Director Initial Training. Support day of issues and adjustments for familiarization flights; all requests made through Crew Scheduling. Complete end of course debriefs with participants; connect them with IFX manager for onboard support if needed. Maintain post-course relationships to ensure their continued success.

Business Operations

Accountable for establishing clear, quantifiable annual goals that align individual objectives with corporate and branch goals. Ensure follow-through using the Corporate ePerformance platform. Operate as additional crew twice annually to stay connected with the SD experience.

Qualifications

Excellent interpersonal, communication, listening and organizational skills and a passion for helping others. Self-starter, resourceful and able to recognize what needs to be accomplished and carry out these tasks with a minimum of supervision. Strong analytical, problem-solving abilities with attention to details. High level of emotional intelligence with a proven ability to build relationships and trust. Ability to clearly interpret IFS policies, procedures and processes. Obtain and maintain flight attendant qualifications. Compliance with regulatory requirements and Company standards. Technical knowledge of Air Canada products, services and brand. Air Canada work experience is an asset. Air Canada cabin crew or Service Director experience is an asset Strong written and verbal English communication skills are required. French language proficiency is an asset. Excellent command computer skills in Office (EXCEL, WORD, POWERPOINT) plus a strong ability to embrace and learn new technology. Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

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.