Manager, Customer Success - US

Air Canada • Dallas, TX

1d

About The Position

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 Manager, Customer Success - Cargo US is responsible for the strategic planning and execution of the Americas Service Centre operations. Core duties include management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on customer care, quality management, workforce planning, coaching, and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization and service performance. A commitment to excellence is demonstrated through continuous staff development, enhancing employee engagement, service, knowledge, skills, and morale.

Requirements

• University degree or equivalent.
• Minimum 3-5 years airline Operations experience, preferably in Cargo, Airports or customer service.
• Must demonstrate significant achievements in specific quality areas and/or issues; proven superior interpersonal skills, writing skills and leadership capabilities.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Nice To Haves

• Experience in people management and remote management is an asset.
• Knowledge and/or understanding of Salesforce is an asset.
• Commercial or Operational background is an asset.
• Strong Customer focus with the ability to work under pressure, handle stressful situations and maintain flexibility.
• Ability to influence, convince and create mutually acceptable solutions in the context of conflicts.

Responsibilities

• Responsible for executing the vision for the Customer Service Centres in the Americas region that meet customer and organizational needs.
• Engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.
• Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every customer interaction.
• Responsible for the overall development of new initiatives within the Americas Customer Service Centre(s) and implements changes for the overall improvement of the customer experience.
• Works collaboratively with their counterpart, the Manager, Customer Service Centres in Canada to ensure alignment and consistent standards across all customer touchpoints.
• Accountable for the development and delivery of the business model within Service Centres.
• Provides guidance & leadership to all staff and works to develop, coach and mentor employees for succession planning.
• Establishes short- and long-term objectives for all direct reports. Provides feedback to staff through meetings, forums, performance reviews and regular site visits.
• Liaise and work with Customer Service Development Manager to implement and maintain effective internal and external Quality Assurance programs, fostering continuous improvement and exceeding service level performance.
• Responsible for liaising with relevant departments and vendors to deliver a successful customer experience regardless of the customer channel used. Must work collaboratively with various departments including Operations, CRM Analytics, Commercial and Business Intelligence to optimize work flows and ensure Service Level Agreements (SLAs) are adhered to.
• Conduct effective resource planning to maximize the productivity of resources.
• Evaluate and recommend changes in policies, procedures and systems related to contact centres that will enhance the customer experience.
• Responsible to create a sense of ownership across the workforce, so that employees feel empowered to use their judgement and experience to make sound decisions.
• Liaise and work with the Customer Service Development Manager to motivate and engage individuals and the team to build a positive and healthy working environment.
• Coach and provide leadership to the Americas team remotely and on site based on employee development plans.
• Maintains current and accurate group product knowledge, booking procedures and policies while staying in close communication with HDQ for changes and recommendations.
• Develops and maintains strong relationships with commercial and operational teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager