This newly created role is an exciting opportunity for an energetic leader with demonstrated commitment to exceptional customer service, collaborative relationships and continuous improvement.
Reporting to the VP, Operations, this role will be responsible for the following:
Develop and oversee the strategy for delivering an efficient and positive passenger experience at all customer touch points, from curb to gate.
Build strong relationships and collaborate with stakeholders to create, implement and measure services, programs and processes that optimize and simplify passenger travel.
Ensure successful execution of the Customer Care Ambassador Services program and liaise with the contract manager on a regular basis to ensure successful delivery on all aspects of the contract.
Implement new service initiatives and continuously research opportunities that may improve YYC’s overall customer service. This includes terminal wayfinding, queuing improvements and agency improvements.
Understand passenger processes and services in the current Airport Terminal Building (ATB) and the new International and Transborder concourses and ensure seamless integration.
Proactively develop contingency plans for continued passenger processing during irregular operations.
Promote the importance of passenger experience and collaborate with operations team to ensure passenger experience programs are integrated throughout all parts of the organization.
Provide leadership, direction and support to passenger experience team, agencies and contractors and ensure all parties are working cohesively to deliver the best passenger experience.
Desired Skills and Experience
Post secondary education in Business or other relevant field.
Excellent working knowledge of airport and industry regulatory structure is an asset.
Solid experience in the provision of customer service and the ability to influence others to commit to high levels of customer service.
Demonstrated experience in managing and developing large contracts or programs.
Demonstrated ability to be proactive and persistent in achieving results and to operate effectively in a high demand environment without compromising quality and productivity.
Extraordinary interpersonal and communication skills.
Experience in business development, marketing and strategic planning are definite assets.
Willing to travel as necessary to company and industry events.
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