Director of Customer Experience & Service Excellence

Hospitality NL; Quebec; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Travel privileges

Interline discounts

Health benefits

Pension plan

Stock purchase plan

Tuition assistance

Family assistance

Job summary

PAL Airlines is seeking a Director, Customer Service to lead the customer experience across our Quebec network. You will shape strategy, drive service excellence, and align operations with safety and business objectives.

You will manage station leaders, coach teams, and foster a culture of accountability, inclusivity, and continuous improvement, with fluency in French and English required. Experience in airport operations and cross-functional collaboration is essential.

Qualifications

• Extensive senior leadership experience in customer service, preferably in aviation.
• Proven ability to lead multi-site teams and drive service excellence.
• Strong business acumen with budget and resource management.
• Excellent communication and stakeholder management.
• Fluent in French and English; effective with diverse teams.

Responsibilities

• Develop and execute the vision, strategy, and roadmap for customer service excellence across the Quebec network.
• Lead station teams to deliver high-quality customer experiences in line with PAL Airlines' standards.
• Drive operational performance with clear KPIs and accountability.
• Collaborate with Flight Operations, Revenue Management, Reservations, and other departments.
• Champion safety and regulatory compliance in the SMS framework.
• Lead recruiting, development, and engagement of a high-performing team.
• Foster an inclusive culture and manage workforce planning.

Skills

Senior leadership

Customer service leadership

Aviation/airline ops

Bilingual French/English

Stakeholder management

Education

Bachelor's degree in Business or related field

Job description

PAL Airlines is seeking a Director, Customer Service to lead the customer experience across our Quebec network. You will shape strategy, drive service excellence, and align operations with safety and business objectives.

You will manage station leaders, coach teams, and foster a culture of accountability, inclusivity, and continuous improvement, with fluency in French and English required. Experience in airport operations and cross-functional collaboration is essential.