Principal Manager - Solutions - Resolution Mission

Belonging to Air Canada is akin to belonging to a Canadian symbol, Air Canada recently voted Best Airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

Reporting to the Director - Customer Connections & Disruption Strategy, the Principal Manager - Solutions - Resolution Mission plays a critical leadership role in shaping Air Canada's future disruption recovery model. The person in this position is responsible for defining the strategic vision, designing and implementing innovative, customer-centric recovery solutions aimed at improving customer support during delays or cancellations. They lead enterprise-wide initiatives across digital and operational channels to establish a seamless, scalable, and modern customer recovery, aligned with Air Canada's long-term customer experience and network strategy.

Responsibilities

1. Transformation Strategy and Customer Disruption Recovery.

• Lead the end-to-end evolution of Air Canada's disruption recovery model by defining the strategic roadmap for customer recovery across all customer touchpoints.
• Identify, prioritize, and implement high-impact transformation initiatives aimed at improving speed, consistency, and quality of customer recovery outcomes.
• Transform customer pain points and operational constraints into scalable enterprise solutions.
• Drive innovation through benchmarking, industry trends, and emerging technologies to continually improve Air Canada's recovery capabilities.
• Collaborate with Commercial, Operations, and Finance teams to ensure recovery strategies align with network performance, cost optimization, and regulatory requirements.

2. Digital Experience and Self-Service Implementation

• Design management methods that support a digitally-driven recovery model, integrating automation and decision intelligence into the customer experience.
• Guide and define the strategy related to the customer recovery experience on digital platforms (Air Canada app and website), ensuring a seamless, intuitive, and proactive customer experience.
• Collaborate with the TDS team to strengthen self-service capabilities that empower customers to confidently self-manage bookings during operational irregularities, integrating technology into operational processes.
• Collaborate with digital, product, and IT teams to deliver modern, integrated customer recovery solutions.

3. Future Recovery Model and Integration

• Define and implement Air Canada's future disruption management model, integrating systems, processes, and service delivery within the disruption management ecosystem (e.g., automatic rebooking, centralized disruption management capabilities).
• Ensure coherence between technological platforms, frontline operations, and the customer experience to achieve uniform recovery results across all customer touchpoints.
• Foster cross-functional coordination between Airport, Contact Center, Network Operations, Revenue Management, and Digital Solutions teams to establish a unified recovery strategy.
• Lead the integration of recovery initiatives into broader programs, including connection transformation, operating models, and customer service evolution.
• Support Air Canada's long-term vision by establishing a data-driven, predictive, and scalable recovery model.

4. Program Leadership and Execution

• Lead complex, cross-functional programs characterized by clear governance, structured implementation, and measurable business outcomes.
• Define and monitor key performance indicators and success metrics related to customer experience, operational performance, and profitability (e.g., rebooking speed, self-service adoption, indemnity reduction).
• Provide strategic analysis and reports for senior management, transforming data into actionable recommendations for executive leadership.
• Drive change management and adoption of new solutions organization-wide, ensuring they are integrated into frontline operations and sustained long-term.
• Play a critical liaison role across teams, ensuring coherence, accountability, and momentum maintenance in all recovery initiatives.

5. Integration of Customer Experience and Analytical Data

• Leverage customer insights, NPS, and operational data to identify systemic problems and improvement opportunities.
• Champion customer interests in the design of recovery processes, ensuring solutions account for real-world disruption scenarios and edge cases.
• Collaborate with Customer Relations and Insights teams to close feedback loops and continuously improve the customer recovery experience.
• Leverage lessons learned from major operational disruptions to improve preparedness, resilience, and customer outcomes during future disruptions.

Qualifications

• University degree in business, aviation, operational management, or a related field (or equivalent professional experience).
• At least seven years of experience in airline operations, customer experience, or related fields, including at least three years in a management role.
• In-depth knowledge of airline operations, notably connection management, operational irregularities, and ground execution of operational programs.
• Proven ability to lead, develop, and motivate teams in a complex, matrixed environment.
• Experience implementing or managing multi-site operational initiatives or technology deployments is an asset.
• Excellent analytical and problem-solving skills; strategic thinking.
• Strong interpersonal and communication skills, and ability to influence stakeholders at all levels.
• Demonstrated punctuality and reliability to support overall team success in a fast-paced environment.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time an offer of employment 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

Knowledge of English is mandatory. All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly 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 to build a workforce that is varied and representative of our customers and the communities where we live and offer our services.

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