AddressJoin us in making vacation dreams come true!
Are you searching for a fun, passionate, travel loving team? -Sunwing has the EPIC work culture you have been searching for. We are currently looking for a Manager Customer Experience and Training to join us in making vacation dreams come true. As a Manager Customer Experience and Training, you are capable of working in a fast-paced and rapidly changing environment with minimal oversight. Adapting your time and workflow to the most pressing issues at hand will be essential. Your communication skills are excellent. The Manager Customer Experience and Training will be responsible to ensure regulatory requirements are met and lead training programs. The role will report to the Vice-President, Commercial Operations and will be located in Toronto, Ontario.
Work Perks:
- Great travel perks!
- Grow your career with challenging and rewarding work that makes a difference
- Opportunity to give back through our social responsibility initiatives
- Work with a fun, passionate, travel loving team!
- See for yourself!
- Manage Sunwing Tariff
- Ensure compliance with all passenger welfare regulatory requirements on behalf of the Airline (CTA / US DOT)
- Create and maintain Passenger Service Standards Manual
- Manage company CRO program for accessibility
- Ensure timely government and regulatory reporting as required
- Represent Sunwing on various regulatory working groups
- Represent Sunwing on Regulatory inspections
- Establish best practices for airport customers service management and provide training group with content to be delivered internally and externally
- Liaise with various internal departments (including updating external communication tools) for passenger welfare regulatory compliance
- Oversee administrative processes of QA/QC Audit Program in collaboration with the Manager Airport Services
- Create and manage a full training library of courses relevant to the operation, including Passenger Service, Ramp, Operations, and Mishandled Baggage, DCS, DCS and Passenger welfare regulatory requirements
- Create and maintain or assist in creating and maintaining a robust training program in support of aforementioned for Sunwing Airlines Airport Services Operations and other areas of the business or third party suppliers impacted or tasked to deliver this services or functions.
- Responsible for managing and updating the GHM
- Support and manage the Training Coordinators
- Other duties as assigned
- University Degree (or equivalent combination of education and experience)
- Extensive customer service leadership experience gained in a Transportation Industry (preferably airline)
- Significant experience dealing with government and or regulatory compliance
- Experience as a SME in building process, procedures and manuals
- Highly effective communications skills
- Ability to mobilize people and effect change
- Strong Negotiator
- Ability to distill complex regulation into manageable operational outputs
- Strong computer/software skills data bases, PowerPoint, project planning tools
- Self motivated and assertive
Sunwing Travel Group is the largest vertically integrated travel group in North America and during this unprecedented time, we are continuing to search for top talent. We are looking for candidates who are EPIC (entrepreneurial, passionate, innovative, and customer-centric) to join our team and help deliver our purpose “passionate people making vacation dreams come true”.
We thank all who apply however only those who meet the qualifications will be contacted.
At Sunwing, diversity is important to us, follow this link: to learn about how Diversity and Inclusion has always been, and continues to be, a top priority for us. We are proud that our workforce is made up of passionate people from all experiences and backgrounds. We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email arozario@sunwing.ca
