Principal Manager - Solutions - Resolution

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Reporting to the Director
- Customer Connections & Disruption Strategy, the Principal Manager
- Solutions
- Resolution Mission plays a critical leadership role in shaping Air Canada's future disruption recovery model. The person in this position is responsible for defining the strategic vision, designing and implementing innovative, customer-centric recovery solutions aimed at improving customer support during delays or cancellations. They lead enterprise-wide initiatives across digital and operational channels to establish a seamless, scalable, and modern customer recovery, aligned with Air Canada's long-term customer experience and network strategy.

1. Transformation Strategy and Customer Disruption Recovery.

• Lead the end-to-end evolution of Air Canada's disruption recovery model by defining the strategic roadmap for customer recovery across all customer touchpoints.
• Identify, prioritize, and implement high-impact transformation initiatives aimed at improving speed, consistency, and quality of customer recovery outcomes.
• Transform customer pain points and operational constraints into scalable enterprise solutions.
• Drive innovation through benchmarking, industry trends, and emerging technologies to continually improve Air Canada's recovery capabilities.
• Collaborate with Commercial, Operations, and Finance teams to ensure recovery strategies align with network performance, cost optimization, and regulatory requirements.

• Design management methods that support a digitally-driven recovery model, integrating automation and decision intelligence into the customer experience.
• Guide and define the strategy related to the customer recovery experience on digital platforms (Air Canada app and website), ensuring a seamless, intuitive, and proactive customer experience.
• Collaborate with the TDS team to strengthen self-service capabilities that empower customers to confidently self-manage bookings during operational irregularities, integrating technology into operational processes.
• Collaborate with digital, product, and IT teams to deliver modern, integrated customer recovery solutions.

• Define and implement Air Canada's future disruption management model, integrating systems, processes, and service delivery within the disruption management ecosystem (e.g., automatic rebooking, centralized disruption management capabilities).
• Ensure coherence between technological platforms, frontline operations, and the customer experience to achieve uniform recovery results across all customer touchpoints.
• Foster cross-functional coordination between Airport, Contact Center, Network Operations, Revenue Management, and Digital Solutions teams to establish a unified recovery strategy.
• Lead the integration of recovery initiatives into broader programs, including connection transformation, operating models, and customer service evolution.
• Support Air Canada's long-term vision by establishing a data-driven, predictive, and scalable recovery model.

• Lead complex, cross-functional programs characterized by clear governance, structured implementation, and measurable business outcomes.
• Define and monitor key performance indicators and success metrics related to customer experience, operational performance, and profitability (e.g., rebooking speed, self-service adoption, indemnity reduction).
• Provide strategic analysis and reports for senior management, transforming data into actionable recommendations for executive leadership.
• Drive change management and adoption of new solutions organization-wide, ensuring they are integrated into frontline operations and sustained long-term.
• Play a critical liaison role across teams, ensuring coherence, accountability, and momentum maintenance in all recovery initiatives.

• Leverage customer insights, NPS, and operational data to identify systemic problems and improvement opportunities.
• Champion customer interests in the design of recovery processes, ensuring solutions account for real-world disruption scenarios and edge cases.
• Collaborate with Customer Relations and Insights teams to close feedback loops and continuously improve the customer recovery experience.
• Leverage lessons learned from major operational disruptions to improve preparedness, resilience, and customer outcomes during future disruptions.

• University degree in business, aviation, operational management, or a related field (or equivalent professional experience).
• At least seven years of experience in airline operations, customer experience, or related fields, including at least three years in a management role.
• In-depth knowledge of…