Customer Experience Manager

Business Unit: Aviation Services
Career Area: Operations and Administration
Location: Toronto, Ontario, CA

Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, Garda World is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally.

• Provide leadership, guidance, and support to the Facilitator team.
• Establish performance expectations, track progress, and offer continuous coaching and feedback.
• Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
• Conduct regular team meetings and individual performance evaluations.
• Monitor and improve the efficiency of passenger flow, queue management, and wait times.
• Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
• Act as a primary point of contact for escalations and coordination with relevant stakeholders.

• Post-secondary education or equivalent work experience.
• A minimum of 1-3 years of experience working in the aviation industry, or similar service.
• Fluency in both English and French.
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
• Excellent interpersonal and communication skills, with a customer-centric approach.
• Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
• Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
• Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
• Experience working with Indigenous peoples, the LGBTQ community, and diverse populations.

• Employment Type:
  
  Permanent
• Locations:
  Toronto, ON
• Salary: 75-85k CAD