Manager, Customer Operations

Flair Airlines; Vancouver; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking airline that prioritizes affordable air travel for everyone. As the Manager of Customer Operations, you'll lead a passionate team dedicated to enhancing the customer experience through operational efficiency and regulatory compliance. Your role will involve policy development, data analysis, and team leadership, ensuring that all passengers receive exceptional service. With a focus on accessibility and continuous improvement, this position offers a unique opportunity to make a significant impact in the aviation industry. If you're ready to thrive in a collaborative and innovative environment, this role is perfect for you!

Benefits

Comprehensive medical and dental coverage

Disability insurance

Life insurance

Employee & family assistance program

Pension plan with employer-matched contributions

Unlimited travel perks

Qualifications

• 2-3 years in operations or customer service within aviation.
• Experience managing baggage operations and escalations.

Responsibilities

• Develop and refine customer care policies and procedures.
• Oversee mishandled baggage operations and ensure timely resolutions.
• Champion initiatives to improve passenger accessibility.

Skills

Analytical Skills

Communication Skills

Leadership

Bilingual (French/Spanish)

Education

Bachelor's degree in Business Administration

Bachelor's degree in Computer Science

Tools

NetTracer

Zendesk

Salesforce

AWS Connect

Qualtrics

Job description

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach—but we don’t take ourselves too seriously.

Your Team

Join Flair’s Customer Experience team, where operational efficiency and regulatory compliance are key to delivering consistent and accessible service. As the Manager, Customer Operations, you will be responsible for ensuring the customer experience team is equipped to manage complex operational inquiries, including claims, mishandled baggage, irregular escalations, accessibility programs, and other service-related matters. This role also focuses on developing and enforcing policies that promote accessible and inclusive service for all passengers, while using data-driven insights to enhance operations and ensure compliance with regulatory standards.

This role is based on-site at our Calgary, AB (YYC), Vancouver, BC (YVR), or Edmonton, AB (YEG)office.

A Day In The Life

Customer Operations & Policy Development:

• Develop, implement, and continuously refine customer care policies and procedures, ensuring alignment with regulatory requirements, including those set by the Canadian Transportation Agency (CTA) and the U.S. Department of Transportation (DOT).
• Lead cross-functional collaborations with Legal, Operations, Marketing, and other departments to interpret and integrate regulatory changes into the customer experience framework.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer service operations and identify areas for improvement.
  
  

Baggage Services Management

• Oversee mishandled baggage operations, ensuring timely resolution of issues and fair compensation in accordance with company policies and regulatory standards.
• Analyze baggage handling data to identify trends, implement corrective actions, and enhance overall baggage service efficiency.
  
  

Passenger Accessibility

• Champion initiatives to improve accessibility for all passengers, ensuring services meet or exceed CTA guidelines for passengers with disabilities or reduced mobility.
• Develop training programs for customer service staff to enhance awareness and responsiveness to accessibility needs.
  
  

Team Leadership & Development

• Manage and mentor the customer operations team, fostering a culture of excellence, accountability, and continuous improvement.
• Conduct regular training sessions to keep the team updated on policy changes, customer service best practices, and regulatory compliance.
  
  

Data Analysis & Reporting

• Collect and analyze customer feedback and operational data to drive decision-making and strategic planning.
• Prepare comprehensive reports on customer service performance, regulatory compliance, and operational efficiency for senior management review.
  
  

Regulatory Compliance & Industry Engagement

• Maintain up-to-date knowledge of industry trends, best practices, and emerging technologies in customer service and regulatory compliance.
• Develop and maintain relationships with regulatory agencies and industry associations, representing Flair Airlines in relevant forums.
  
  

What You Bring To The Role

The preferred candidate should exemplify Flair's core values of respect, honesty, accountability, and efficiency while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Experience:
• Minimum of 2–3 years in operations, regulatory compliance, or customer service within the aviation industry.
• Proven experience in managing baggage operations and handling customer service escalations.
• Experience with Business Process Outsourcing (BPO) providers is considered an asset.
• Skills and Abilities:
• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable strategies.
• Excellent communication and interpersonal skills, capable of collaborating effectively across departments and with external partners.
• Proficiency in customer operations solutions such as NetTracer, Zendesk, Salesforce, AWS Connect, Qualtrics, or similar platforms.
• Demonstrated leadership abilities in managing and developing high-performing teams.
• Bilingual proficiency in French and/or Spanish is considered an asset.
• Requirements:
• Clear criminal record check and satisfactory references.
• Must be legally eligible to work in Canada without restriction.
  

Why You’ll Love Working Here

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Benefits

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.
  
  

If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you!

Your Career, Your Journey—Join Flair!

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to reviewing your application.

Apply by: May 10, 2025

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

Website: flyflair.com