Product Manager – Customer Service Knowledge and Platforms – Customer Service Transformation

Belonging to Air Canada is to belong to a Canadian icon, Air Canada recently voted best airline in North America. Take your career off by joining our innovative and diverse team at the forefront of passenger air transport.

The Product Manager – Customer Service Knowledge and Platforms – Customer Service Transformation must support the evolution and performance of customer and employee capabilities implemented as part of the Customer Service Transformation program. The incumbent will play a key role in establishing links between customer experience knowledge, platform performance, and operational feedback to make concrete improvements to products. Working in close collaboration with Product, Technology, Operations, Service Center, Digital Solutions teams as well as commercial stakeholders, this person will help ensure that the capabilities implemented as part of the Customer Service Transformation program continue to improve after launch and that future developments are based on tangible evidence, measurable results, and impacts on the customer base.

This position reports to the Senior Manager – Digital Products – Customer Service.

Key functions and responsibilities

• Monitor and analyze the customer experience regarding digital channels, disruption eligibility, routing, and platform performance trends as part of the Customer Service Transformation.
• Collect, evaluate, and document customer issues raised by frontline teams, employee feedback, recurring pain points, and observations related to platforms to understand their impact on customers and operations.
• Facilitate product incident triage by clarifying the problem, validating its scope and severity, coordinating with relevant technical and operational teams, and tracking measures taken until incident resolution or prioritization of work in progress.
• Identify gaps in customer journeys, chatbot behavior, eligibility logic, product capabilities, data, reports, incident trends, and support processes, and translate them into work backlogs or improvement opportunities.
• Assess the customer experience from start to finish to determine moments when customers succeed in their journey and those where they abandon or escalate the issue, and aspects requiring improvement of digital capabilities.
• Ensure clear and timely communication on product knowledge, customer impacts, incident types, trends, risks, and recommended measures.
• Develop and present reports and analyses focusing on chatbot effectiveness, eligibility results, customer management, transfer to assisted service, platform status, incident trends, recurring problems, and aspects requiring product or operational intervention.
• Prepare reports for senior management and working teams providing an overview of product performance, customer pain points, emerging trends, and priorities for upcoming product development sprints.
• Act as a Product Partner and visible change agent, contributing to fostering adoption, continuous improvement, and obtaining measurable results in customer experience.
• Collaborate with technical, product, operations, and commercial partners, both internal and external, to harmonize customer experience needs with platform capabilities, roadmap priorities, and implementation plans.

Qualifications

• Bachelor degree in computer science, information technology, or a related field.
• At least three to five years of experience in incident management or a similar position.
• Certification in incident management or a related field, such as ITIL or PMP, an asset.
• Solid understanding of the software development life cycle and application delivery methodologies.
• Deep knowledge of tools and technologies concerning application software, such as Jira, Confluence, ServiceNow, AWS QuickSight, Power BI, etc.
• Experience using reporting and analysis tools to identify trends, root causes, customer experience gaps, product gaps, and operational breaking points on digital platforms, preferably including channels such as chatbots, self-service, or service centers.
• Ability to clearly communicate information to senior management members and working teams, focusing on concrete recommendations and product backlog harmonization.
• Strongly customer-centric attitude, and ability to analyze digital journeys from the customer perspective and translate these observations into product improvements.
• Excellent leadership, problem-solving, communication, and teamwork skills.
• Great attention to detail, accuracy, and quality.
• Demonstrate punctuality and reliability to foster overall team success in a fast-paced environment.

Employment conditions:

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

Language Requirements

Equal skills 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 business success.

As an equal opportunity employer, we encourage the most diverse applications in order to have a varied and representative workforce of our customers and the communities where we live and offer our services.

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