Analyst - File Process and Transformation - Customer Support - Temporary

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The Analyst, File Process and Transformation - Customer Support plays a central role in supporting end-to-end customer support process management initiatives impacting Contact Centers and Customer Recovery. The incumbent ensures that all customer support process management initiatives follow a structured lifecycle, adhere to governance standards, and meet operational readiness requirements prior to deployment. They are also responsible for overall performance tracking of all customer support process management initiatives, ensuring that key performance indicators, assumptions, and metrics are consistently defined, measured, and validated across the portfolio.

This analyst also provides strategic cross-functional coordination for the customer support process management function, maintaining a unified roadmap of initiatives, proactively flagging risks and dependencies, controlling the intake of new requests, and ensuring the director has clear visibility into priorities, issues, and cross-functional impacts.

Responsibilities:

• Drive end-to-end governance and standards for customer support process management initiatives, ensuring that scope, requirements, risks, and dependencies are clearly defined, approved, and consistently applied.
• Maintain a single portfolio of customer support process management initiatives, accurately and structurally tracking progress, timelines, dependencies, milestones, risks, expected deliverables, and cross-functional commitments.
• Develop and maintain the customer support process management initiative roadmap, translating strategic priorities into a clear, forward-looking sequence and ensuring alignment and visibility across the entire customer support process management team.
• Ensure all initiatives have comprehensive, accurate, and approved governance artifacts, including charters, overlapping technical processes, operational process flows, ACpedia updates, readiness checklists, scope definitions, and decision registers.
• Ensure overall performance tracking of customer support process management team initiatives by defining KPIs, establishing baselines and expected outcomes, validating expected outcomes against actual results with the help of the Quality Optimization team and the Customer Insights, Reporting, and Analytics (CIRA) team, and overseeing Power BI reports highlighting efficiency gains, call driver reductions, and customer experience metrics.
• Produce high-quality portfolio dashboards, summaries, decision notes, business cases, readiness summaries, and executive communications that translate portfolio data into actionable insights.
• Manage the intake and prioritization process for all customer support process management initiatives, acting as a gatekeeper to ensure submissions are complete, compliant with criteria, and ready for executive presentation.
• Provide the structure and governance framework enabling managers and advisors in customer support process management to focus on strategic direction, subject matter expert content, requirements development, and decision-making.
• Monitor risks, issues, and impacts across all initiatives, ensuring proactive mitigation, clear communication, and rapid escalation as needed.
• Maintain highly organized repositories, ensuring version control, traceability, and accessibility of documentation for all initiative stakeholders.
• Apply Lean, Six Sigma, Agile, and PMO best practices to strengthen governance, process structuring, and continuous improvement within customer support process management.
• Identify simplification, automation, and process modernization opportunities that reduce operational friction and enhance customer and agent experiences.
• Act as a governance pillar and operational integrator, ensuring customer support process management standards, control points, and quality expectations are consistently applied.

Qualifications

• Undergraduate university degree in administration, operations, aviation, engineering, digital technology/information technology, or equivalent experience.
• At least three years of experience in project coordination, project management, operational excellence, transformation, or process improvement.
• Experience supporting or coordinating cross-functional initiatives.
• Knowledge of Lean, Six Sigma, Agile, or other structured methodologies.
• Experience in Contact Centers, Customer Recovery, Airports, or other operational environments an asset.
• Excellent understanding of operational readiness, process documentation, workflow design, and execution.
• Proven punctuality and reliability to drive overall team success in a fast-paced environment.

Skills and Abilities

• Excellent project coordination, planning, and organizational skills.
• Good stakeholder management and relationship-building capabilities.
• Ability to influence without authority and collaborate with diverse teams.
• Excellent oral and written communication skills, including the preparation of documents for senior leadership.
• Strong analytical and problem-solving abilities; ability to interpret operational data and readiness indicators.
• High attention to detail, with accurate and rigorous documentation.
• Ability to organize and synthesize information in fast-paced or uncertain environments.
• Technical proficiency with workflow tools, operational systems, and digital knowledge platforms.

Other Requirements

• Occasional travel may be required.
• Knowledge of ACpedia, interactive voice response (IVR) systems, Harmonie program, Confluence, or similar operational platforms an asset.
• Understanding of operating technologies, system interactions, or workflow automation an asset.

Conditions of Employment:

Candidates must be eligible to work in the country concerned at the time a job offer is made and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided prior to the start date.

Language Requirements

All things being equal, 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 workplace that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications so that we can build a workforce that is varied and representative of our customers and the communities where we live and serve.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.