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Job Description & How to Apply Below
Amazing opportunity for someone who lives in or close to the Kitchener/Waterloo area. We are also willing to assist with relocation costs if you choose to relocate to be closer to work. Please note there is a km restriction in order to qualify for the relocation support. This is a hybrid role with 3 days in office.
The Crew Compliance Specialist (CCS) is part of the Customer Fulfillment team. This team will manage the domain specific technical support for all products that contain crew compliance features used by customers.
The CCS provides expertise and technical support on Products, especially as it relates to Crew Legalities and Compliance. They will be the product expert to answer questions either from customers or from other entities. The CCS should analyze customers feedback and product occurrences to provide leadership and direction to all development activities. The CCS prioritizes the bug fixes and needed enhancements in the Product and, depending on how the product is developed/maintained, follow-up progress with the relevant development teams and their support infrastructure (both employees and contractors).
The CCS provides operational expertise of the use of the product by our customers. They are responsible for ensuring the right level of verification and validation regarding operational use of the product. The CCS is also accountable for ensuring customer satisfaction following the 4 pillars : safety, security, quality and business.
Advantages
What we Offer:
Flexible hours
Hybrid working environment (3 days in office)
Free parking
Vacation Days (15)
Professional Development Day
Christmas shut down
Summer core hours
Strong work-life balance
Casual dress code
Competitive group benefits plan
Strong focus on mental health support benefits
Sick and Personal days
RRSP matching program
Life Insurance
Access to Employee Share Scheme
Maternity & Paternity benefits
Referral program
Rewards and Recognition program
Training and Development Support
Monthly Lunch and Learns
Fitness & Wellness reimbursement
An active social committee
Organized Volunteer Events
Game room, including a flight simulator!
Active Inclusion & Diversity Committee
And much more
Responsibilities
Analysis, definition and implementation of various features such as credit calculations that will be used in Payroll. Although our products are not Payroll systems, the applications we manage are responsible for collecting and calculating the base information that will be sent to Payroll systems for downline use. The TPM has a responsibility to understand and manage these features and relationships to ensure the system is useable in an OCC, in tandem with common Payroll systems in the Aviation industry.
Work with Customer Experience team to ensure the Level 3 support regarding product expertise and relying on the L3 support dev team when necessary.
Ensure Customer satisfaction regarding the product is at the expected level.
Define new Product releases content by prioritizing the bug fixes and needed enhancements
Internal testing and use of Product to ensure Verification and Validation activities are at the right level. Run User Acceptance Tests at operational level when needed
Support the deal management (RFP, RFI and other questions that relate to the product specific domain) and delivery teams (Customer onboarding) regarding product expertise.
If needed, act as product owner responsible for occurrence management dealing with the 4 pillars:
Safety, Security, Quality and Business impacts.
Ensure smooth and efficient communication with other internal and external stakeholders on the product.
Support Customer Experience in maintaining and reviewing training materials and product documentation (release notes).
Contribute to enhancements of processes and product materials, including but not limited to:
Customer-Facing Documentation
Freshdesk help files
White papers
Marketing Materials (as needed)
Ability to analyze the impact of a change to existing implementations, FAR, EASA, CAA’s in general, and the cascading effect of those changes, on other aspects of an OCC, or business operations.
Understanding of the overall airline crew operations, to ensure that we can analyze,…
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