Director, Customer Experience & Airport Operations

Pal Airlines; Montreal; On-site; CAD 140,000 - 190,000; 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 in Quebec seeks a strategic Director, Customer Service to lead our passenger experience across the province. You will craft vision, set standards, and guide station teams to deliver safe, seamless journeys and memorable service.

You will partner with operations, safety, and regulatory bodies, coach leaders, drive KPIs, and foster an inclusive culture. French and English bilingualism is required to communicate with employees, customers, and authorities across Canada.

Qualifications

• Senior leadership experience in customer service or airport operations
• Proven ability to lead multi-site teams and drive service excellence
• Experience managing budgets, resources, and performance metrics
• Excellent communication and stakeholder management skills

Responsibilities

• Lead customer experience strategy and roadmaps across Quebec network
• Direct airport customer service operations and ensure high-quality service
• Drive safety, compliance, and regulatory adherence across stations
• Coach and develop senior station leaders and cross-functional teams

Skills

Senior leadership

Airport ops

Aviation industry

Budget mgmt

Stakeholder relations

Leadership development

Communication

Change leadership

Education

Bachelor’s degree in relevant field

Tools

SMS systems

Job description

PAL Airlines in Quebec seeks a strategic Director, Customer Service to lead our passenger experience across the province. You will craft vision, set standards, and guide station teams to deliver safe, seamless journeys and memorable service.

You will partner with operations, safety, and regulatory bodies, coach leaders, drive KPIs, and foster an inclusive culture. French and English bilingualism is required to communicate with employees, customers, and authorities across Canada.