Manager, CX Accreditations

ACI World - Airports Council International

Montreal (administrative region)

Hybrid

CAD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Hybrid work (50% on-site)

Health, vision & dental benefits

RRSP matching

Discretionary annual bonus

4 weeks vacation + personal days

Cell phone coverage

Wellness programs

Transit discount

Job summary

ACI World - Airports Council International in Montreal, Canada, seeks a Manager, CX Accreditations to oversee comprehensive verifications for the Airport Customer Experience Accreditation Program. You will verify Level 1–5 assessments, plan on-site and remote visits, and guide airports to improve CX practices.

The role emphasizes accuracy, program integrity, and stakeholder collaboration. The role requires 7+ years in CX strategy or airport operations, English proficiency, and willingness to

Qualifications

Minimum 7 years in customer experience strategy, consulting, or airport operations.
CCXP certification is an asset and English proficiency is essential.
Willingness to travel internationally for on-site airport assessments.
Familiarity with customer experience framework and strategy is a strong asset.

Responsibilities

Lead thorough verifications of Level 1–5 assessments (including renewals).
Coordinate on-site verification schedules and related travel arrangements.
Prepare comprehensive reports with findings and actionable recommendations.
Mentor junior verifiers and promote methodological consistency.
Support program development, KPI tracking, and deployment of the digital system Jetpack.

Skills

Analytical

Leadership

Communication

Project management

Attention to detail

Problem solving

Education

University degree in Business Administration or related field

CCXP certification (asset)

Tools

Jetpack

Job description

Job Title: Manager, CX Accreditations

Reports to

Senior Manager, Airport Accreditations

Location

Montreal, Canada

Job Type

Permanent

Position Overview

The Manager, Customer Experience Accreditations supports ACI World’s mission to champion the transformation of airports in Airport Experience and plays a critical role in maintaining the integrity, fairness, and quality of the Airport Customer Experience (CX) Accreditation Program. The incumbent is responsible for conducting verifications of assessment forms submitted by participating airport members, ensuring compliance with ACI guidelines, and providing guidance to airports to strengthen their customer experience practices. This position supports both operational verification tasks and the continuous improvement of the CX accreditation methodology, contributing to the credibility and evolution of the program. The role may also involve mentoring junior staff and participating in special projects related to the accreditation program.

Business Context

The CX Accreditation Program recognizes airports’ excellence in customer experience management. Accurate and consistent verification is key to the program’s credibility, supporting member airports in identifying best practices and improvement opportunities. The manager works closely with the Accreditation team to ensure rigorous application of standards. The incumbent adopts a supportive and guiding approach to help airports understand the accreditation process, improve their practices, and succeed in achieving their accreditation goals.

Key Responsibilities

Verification, CX Accreditation (approx. 80-85%)

Conduct thorough and objective verifications of Level 1, 2, and 3 assessments, including renewals.
Perform advanced airport verifications, including Level 4 (remote) and Level 5 (on-site) assessments.
Plan and coordinate the verification schedule with airports for on-site assessments, including all related travel arrangements and logistics.
Communicate directly with member airports and professionally represent ACI World throughout the verification process.
Analyze verification findings and prepare comprehensive reports, presenting results and actionable recommendations to airports.
Plan and manage time effectively to ensure timely delivery of verifications, taking into account the CX Accreditation peak period from May to August,
Mentor junior verifiers and team members, promoting methodological consistency and best practices.

Accreditation program support (approx. 15-20%)

Provide accurate and timely responses to inquiries from airports regarding accreditation requirements, processes, and deliverables.
Propose enhancements to the CX accreditation program (assessment form, agreements, pricing, methodology evolution…).to improve clarity, accuracy, and alignment with accreditation standards.
Contribute to track program deployment and KPIs reporting.
Assist in the deployment and maintenance of the digital accreditation management system (Jetpack).
Support marketing and promotional efforts, such as writing blog post, LinkedIn posts and/or organizing a webinar.
Support the development of an AI-based tool to assist the team in responding to general airport inquiries, leveraging insights and answers from previous years.
Contribute to the elaboration of the CX Accreditation program Best Practices guide, consolidating lessons learned, guidance, and benchmarks to support airports in their customer experience improvement journey.

Other Related Duties May Include

Meeting with existing and potential clients to support business development.
Participating in cross-functional projects or working groups.
Act as session captain or subject matter expert during the ACI Customer Experience Summit and ASQ Forum, as required.
Perform any other related duties or responsibilities as required to support the success of the CX Accreditation program.

Education And Experience

University degree in Business Administration, Marketing, or related field.
Minimum 7 years of relevant experience in customer experience strategy, customer experience consulting, or airport operations.
Familiarity with Customer Experience framework and strategy is a strong asset.
Aviation or airport industry background strongly preferred.
Proficiency in English (written and verbal).
CCXP certified, an asset.
Willingness to travel internationally to perform on-site airport assessments.

Skills And Abilities

Strong analytical, organizational, and leadership skills.
Excellent written and verbal communication in English; proficiency in additional languages is an asset.
Excellent interpersonal and communication abilities with a professional and customer-oriented approach.
Attention to detail and commitment to methodological integrity and data accuracy.
Ability to manage competing priorities and maintain composure under pressure.
Proactive problem-solving and capacity to work both independently and collaboratively.
Exemplifies ACI’s leadership values by modeling integrity and accountability.
Comfortable representing ACI World in meetings, conferences, and high-level discussions.

ACI World Values