Pacific Coastal Careers – Director Customer Service

Website Pacific Coastal Airlines

Job Description:

Reporting to the Vice President, Customer & Commercial, you will have the opportunity to lead and develop the above-the-wing Customer Service Teams to ensure the highest level of quality and customer service excellence is delivered to all customers. Fueled by your passion for safety, you will stay apprised of all current regulatory standards and ensure above-the-wing operations meets or exceed regulatory compliance. Through overseeing managers’ advanced planning, you will ensure the airports team is prepared to deliver on meeting the needs of future flight schedules, charter flights and all commercial products. You will also be responsible for continuous development of the Airports Leadership Team to create a climate that attracts and motivates top talent.


Job Responsibilities:

  • Represent the Company at Airport Consultative Committee meetings, receiving updates from Area Managers on Airport Operations Meeting
    Oversee Transport Canada audits, provide requested documentation, and ensure any findings have corrective action plans
  • Establishes business cases for the necessary investments to reach and sustain operational performance and investments in improving customer service experience
  • Driving business improvements through coordinated inter-departmental planning and cross-functional collaboration
  • Direct all above-the-wing operations for the Pasco & Link networks through Airports Leadership Team to achieve specific goals, projects and KPIs
  • Maintain operational control over all above-the-wing functions and call centre operations, and to ensure that all services are delivered in a safe manner as mandated by Transport Canada Regulations and according to prescribed company standards set out in the Company’s Operations Manual, Customer Service Manual, Safety Management System, and Occupational Health and Safety Manual
  • Conducts regular (quarterly) reviews of leadership performance, including objective setting, performance evaluation, and professional development plans. Recognizes successes, builds action plans for opportunities, manages leadership talent pipeline for succession planning.
  • Collaborates with the Learning and Development team to support the training of the Airports team members
  • Works closely with Airports Leadership team to ensure station supervisors/leads members consistently develop their team to deliver customer service to defined standards and achieve aircraft turn performance. Works across the organization to remove barriers so team members are able to achieve these core above the wing functions.
  • Ensure all customer service delivery is conducted in a structured, organized, efficient, consistent, and economical fashion, without sacrificing public safety, or the quality service standards established for each of the airlines commercial products
  • Establish and uphold safety and operational standards and to ensure that all practices meet or exceed regulatory requirements
  • Developing the vision, strategy, road map and goals for success for a best in class customer service experience delivery
  • Actively promote utilization of Pacific Coastal Airlines’ Safety Management System (SMS) and develop departments reporting of hazards and incidents encountered in daily operation, ensuring management team completes investigations and prioritizes risk mitigation to applicable SMS reports assigned to them
  • Comply and promote the company safety policy and safety culture
  • Support collaboration with other operational groups including Ground Operations, Flight Operations, and OCC, to ensure front line teams work in cohesion and that policies/procedures are aligned
  • Develops Airports Leadership Team to conduct regular (weekly) operational metric and business reviews with station leaders to maintain operational performance, identify trends for corrective action and proactively manage human resource issues. Establishes and monitors station audit practices to ensure compliance with safety, reliability, service and regulatory standards and guidelines.
  • Works closely with Airports Leadership Team to proactively manage all aspects of team member resources to maintain the trained headcount needed to support operational reliability and service targets while ensuring the most efficient scheduling of resources that achieves budgeted labour costs
  • Provide strategic leadership, training oversight and performance management of Airport Leadership Team members in support of corporate values and annual objectives.

Job Requirements:

  • Willingness to work weekends and evenings as required
  • Ability to travel by road/air to various regions in western Canada
  • Excellent with interpersonal and presentational communication skills
  • Able to effectively balance autonomy and collaboration
  • Proactive in identifying the root cause of issues and developing solutions
  • High level of proficiency in MS Office, especially Teams, Excel and SharePoint
  • Previous emergency response training and leadership highly desirable
  • A minimum of 10 years’ experience in an Airline Customer Service or Airport Operations Leadership position
  • University degree (experience in lieu will be considered)
  • Outstanding at seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right all the while maintaining a high level of professional standards at all times
  • Someone who can inspire breakthrough thinking and continuous improvement
  • A natural at setting a clear vision, align your team around common objectives, and foster commitment to these objectives
  • Highly flexible and adaptable when faced with ambiguity
  • Ability to obtain restricted area pass (RAIC)
  • A strong leader and communicator with a passion for delivering excellent customer service who is motivated, energetic and goal oriented

Job Details:

Company: Pacific Coastal Airlines

Vacancy Type: Full Time

Job Location: Vancouver, BC, CA

Application Deadline: N/A

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