Principal Manager - Solutions - Resolution Mission

Belonging to Air Canada is about 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 incumbent is responsible for defining the strategic vision, designing and implementing innovative, customer-centric recovery solutions aimed at improving support for customers in the event of delays or cancellations. They lead company-wide initiatives across digital and operational channels to establish a seamless, scalable and modern customer recovery, consistent with Air Canada's long-term customer experience and network strategy.

Responsibilities

1. Transformation strategy and customer recovery after disruption.

• Lead the evolution of Air Canada's end-to-end disruption recovery model, defining the strategic roadmap for customer recovery at all customer touchpoints.
• Identify, prioritize and implement high-impact transformation initiatives aimed at improving the speed, consistency and quality of customer recovery outcomes.
• Transform customer pain points and operational constraints into scalable business 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 are aligned 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 application and website), ensuring a seamless, intuitive and proactive customer experience.
• Collaborate with the TDS team to strengthen self-service capabilities that allow customers to manage their own bookings in case of operational irregularities with confidence, integrating technology into operational processes.
• Collaborate with digital, product and IT teams to propose modern and 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 consistency between technological platforms, frontline activities and customer experience to obtain uniform recovery results across all customer touchpoints.
• Foster cross-functional coordination between Airport, Service Centre, 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, operational modes 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 implementation

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

5. Customer experience and analytics integration

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

Qualifications

• University degree in business, aviation, operations 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, matrix environment.
• Experience in implementing or managing operational initiatives or multi-site technological deployments, an asset.
• Excellent analytical and problem-solving skills; strategic thinking.
• Strong interpersonal and communication skills, and ability to influence stakeholders at all levels.
• Demonstrate punctuality and reliability to support the team's overall 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 resolutely 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 we can 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.