Chief Customer Experience & Operations Lead - Quebec

Hospitality Newfoundland and Labrador; San Juan de Terranova; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Personal travel privileges

Industry discounts

Comprehensive health benefits

Pension Plan with Employer Matching

Employee Stock Purchase Plan

Employee Tuition Assistance Program

Employee and Family Assistance Program

Job summary

PAL Airlines seeks a Director of Customer Service to lead the experience and shape service excellence across the Quebec network. You will drive vision, strategy, and leadership for a seamless passenger journey while upholding PAL Airlines' standards and values.

This high-impact role requires a passion for people, operational excellence, and strong collaboration with Flight Operations, Reservations, and airport authorities. Bilingual French/English is required.

Qualifications

• Senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or related industry.
• Demonstrated success leading multi-site teams and driving service excellence.
• Strong business acumen with experience managing operational performance, budgets, and resources.

Responsibilities

• Develop and execute the vision, strategy, and roadmap for customer service excellence across the Quebec network.
• Lead station teams in delivering a consistent, high-quality customer experience that reflects PAL Airlines' service standards and values.
• Identify opportunities to enhance the passenger journey while balancing operational efficiency and business objectives.
• Foster a customer-first culture focused on service, accountability, and continuous improvement.
• Provide leadership and oversight for airport customer service operations across all Quebec locations.
• Drive operational performance through clear goals, KPIs, and accountability measures.
• Collaborate with Flight Operations, Revenue Management, Reservations, and other departments to ensure seamless service delivery.
• Conduct regular operational and business reviews to identify trends, improve performance, and implement corrective actions as needed.
• Build and maintain strong relationships with airport authorities, service providers, and operational stakeholders.

Skills

Senior leadership

Customer service leadership

Aviation industry knowledge

Bilingual French/English

Job description

PAL Airlines seeks a Director of Customer Service to lead the experience and shape service excellence across the Quebec network. You will drive vision, strategy, and leadership for a seamless passenger journey while upholding PAL Airlines' standards and values.

This high-impact role requires a passion for people, operational excellence, and strong collaboration with Flight Operations, Reservations, and airport authorities. Bilingual French/English is required.