Lead Customer Experience Specialist

Location: Las Vegas, NV, (US)
Starting Salary:$24.09/hour
Branch: Airports North America
Category: Unionized (IBT)
Job-type: Permanent

• Operational needs can shift quickly: You’ll need to be flexible and responsive, adjusting schedules, assignments, and resources to keep things running smoothly.
• Every team member plays a key role: Supporting others through training, coordination, and clear communication helps build a strong, high-performing team.
• Leadership happens in the moment: Whether you're guiding a team through a busy day or resolving unexpected challenges, your ability to lead with confidence and clarity will make a real difference.

• Perform all duties of a Customer Experience Specialist and act as Aircraft Service Coordinator when assigned.
• Support daily operations under the direction of the Manager, ensuring smooth workflow and adherence to procedures.
• Allocate manpower, assign shifts, manage overtime and rest days, and adjust duty assignments based on operational needs.
• Assign and manage lunch/break schedules in line with collective agreements and operational efficiency.
• Conduct on-the-job training and lead formal training sessions as directed by Management or the Training Department.
• Ensure team proficiency across all job functions, including aircraft service coordination.
• Coordinate with other work units, ground handlers, caterers, and airport/government authorities.
• Assist with VIP or irate customer handling and ensure effective communication across departments.
• Monitor contracted services, report findings, and recommend improvements.
• Investigate safety/security incidents and accidents, complete reports, and recommend corrective actions.
• Ensure adequate supply levels and compile statistical data to support operational planning and reporting.

• Ability to lift seventy (70) lbs unaided;
• Ability to perform all the duties of a Customer Experience Specialist;
• Familiar with the duties of an Aircraft Service Coordinator;
• Possess a basic understanding of the principles of weight and balance;
• Ability to use tact, good judgment and initiative;
• Demonstrates leadership qualities;
• Excellent oral, written communication skills;
• Ability to work under pressure with a minimum of supervision;
• Demonstrates organizational skills – ability to organize work and direct the efforts of others in a productive non-threatening manner;
• Adhere to Air Canada's uniform guide and grooming standards;
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment;
• Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;
• Ability to meet Air Canada medical standards through a medical examination;
• Employment is subject to meeting US Custom & Boarder Protection (USCBP) requirements for obtaining both a
  Customs Seal and an Airport ;
• Non-citizens with Employment Authorization Documents (EADs) may not be eligible to obtain a Customs seal. Please consult U.S. Customs and Border Protection website for eligibility information (https://(Use the "Apply for this Job" box below).).

• Financial benefits: Pension program, Employee Share Ownership Program, and Profit Sharing.
• Wellbeing & health benefits: Health, dental, and life insurance for you and your family (if necessary).
• Recognition: Air Canada’s recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
• Travel…