Air Canada · 11 hours ago
Manager, Customer Success - US
Dallas, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expAir Canada is an iconic Canadian airline recently ranked the best Airline in North America, seeking to enhance their customer service operations. The Manager, Customer Success - Cargo US is responsible for strategic planning, leadership, and continuous improvement of customer experience within the Americas Service Centre operations.
AerospaceTransportationTravel
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
Qualification
Required
University degree or equivalent
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
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
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest
Preferred
Based on equal qualifications, preference will be given to bilingual candidates
Company
Air Canada
Air Canada is Canada's largest full-service airline and the largest provider of scheduled passenger .
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.7BKey Investors
Government of CanadaCerberus Capital Management
2024-03-21Post Ipo Debt· $1.59B
2021-04-12Post Ipo Equity· $397.99M
2021-04-12Post Ipo Debt· $4.28B
Leadership Team
John Di Bert
Chief Financial Officer & EVP
Firas Al Osman
Chief Digital Officer
Recent News
2026-01-23
thecanadianpressnews.ca
2026-01-23
Company data provided by crunchbase