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 Manager, Premium Product will work closely with the Senior Director, Experience Design and 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. 

Signature Suites

The position is also responsible for the design, development, and 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:

Business lead for all Signature Suite-related RFP processes

Accountable for the development, measurement and adherence of service level standards resulting from RFP processes

Develop and lead mitigation plans to address service deficiencies

Manage the Signature Suite product as per scope, budget and guidance provided by Senior Director, 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 and NPS, especially in support of VFR and leisure traffic

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.

Support airports with all product briefing & training requirements regarding access policies, including ensuring all communication (internal & external) is updated, job aids are readily available for front line staff and training material is accurate.

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 Chauffer Services 

This position is responsible for the overall management of the Tarmac Chauffeur Service.  

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.

Management of the Chauffeur vendor relationship as well as other key external partners required for delivery of the product (e.g., airport authorities).

Lead any long-term expansion of the product beyond Toronto-Pearson and Vancouver International

Premium Airport Services 

 Strategy, 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. 

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

Development and maintenance and continuous rollout of the Airports product playbook which serves as a key tool for the Commercial & Operations teams to deliver the product on a consistent basis

Project management from business case development to implementation and compliance monitoring for all airport product initiatives and enhancing the customer experience continuously

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

Act as key Product representative with the audit team with the primary goal to ensure compliance and support of products and services

Responsible for managing content information in all relevant external information and promotional vehicles

Qualifications

Minimum 5-8 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

English and French an asset

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.

Mandatory Covid-19 Vaccination Required

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.