Director of Customer Experience & Airport Operations

PAL Group of Companies; Dorval; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Personal travel privileges with PAL

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 is seeking a strategic Director of Customer Service to lead multi-site airport service operations. The role focuses on delivering a safe, seamless, and memorable passenger experience while upholding PAL's standards and values across the network.

The successful candidate will champion a customer-first culture, drive operational excellence, and manage workforce planning, development, and performance metrics for the Quebec region.

Qualifications

• Senior leadership experience in customer service, aviation, or related field.
• Proven track record managing multi-site teams and service excellence.
• Strong business acumen with budget and resource oversight.
• Exceptional communication and relationship-building skills.
• Ability to inspire teams, manage change, and influence stakeholders.

Responsibilities

• Lead customer service leadership across the Quebec network, shaping the vision and roadmap for service excellence.
• Oversee airport customer service operations in Quebec locations with clear KPIs and accountability.
• Champion safety and regulatory compliance, and promote the Safety Management System across operations.
• Coach and develop a high-performing team of customer service and station leaders.
• Drive workforce planning, recruitment, and leadership development; set performance goals and career growth.
• Foster an inclusive, collaborative culture focused on delivering outstanding results.

Skills

Executive leadership

Customer experience

Cross-functional collaboration

Bilingual (French/English)

Strategic planning

Job description

PAL Airlines in Quebec is seeking a strategic Director of Customer Service to lead multi-site airport service operations. The role focuses on delivering a safe, seamless, and memorable passenger experience while upholding PAL's standards and values across the network.

The successful candidate will champion a customer-first culture, drive operational excellence, and manage workforce planning, development, and performance metrics for the Quebec region.