Principal, Service Recovery Solutions

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Reporting to the Director, Customer Connections & Disruptions, the Principal, Service Recovery Solutions plays a critical leadership role in shaping the future of Air Canada’s disruption recovery model. This position is accountable for driving the strategic vision, design, and delivery of innovative, customer-centric recovery solutions that enhance how customers are supported during delays and cancellations. The role leads enterprise-wide initiatives across digital and operational channels, advancing a seamless, scalable, and modern recovery experience aligned with Air Canada’s long-term customer experience and network strategy.

• Disruption Recovery Strategy & Transformation
• Lead the evolution of Air Canada’s end-to-end disruption recovery model, defining the strategic roadmap for service recovery across all customer touchpoints.
• Identify, prioritize, and deliver high-impact transformation initiatives that improve speed, consistency, and quality of customer recovery outcomes.
• Translate customer pain points and operational constraints into scalable, enterprise solutions.
• Drive innovation through benchmarking, industry trends, and emerging technologies, continuously elevating Air Canada’s recovery capability.
• Partner with Commercial, IDD, Operations, and Finance teams to ensure recovery strategies are aligned with network performance, cost optimization, and regulatory requirements.
• Digital Experience & Self-Service Enablement
• Design business processes to support a digital-first recovery model, embedding automation and decision intelligence into the customer experience.
• Guide and inform the strategy of the customer recovery experience across digital platforms (Air Canada App & web), ensuring a seamless, intuitive, and proactive journey.
• Work alongside IDD to advance self-service capabilities that empower customers to manage disruptions independently with confidence, integrating technology into operational processes.
• Partner with Digital, Product, and IT teams to deliver modern, integrated customer recovery solutions.
• Future State Recovery Model & Integration
• Define and operationalize Air Canada’s future-state disruption management model, integrating systems, processes, and service delivery across the recovery ecosystem (e.g., automated rebooking, centralized recovery capabilities).
• Ensure alignment between technology platforms, frontline operations, and customer experience, enabling consistent recovery outcomes across all touchpoints.
• Drive cross-functional alignment across Airports, Contact Centres, Network Operations, Revenue Management, and Digital teams to establish a unified recovery approach.
• Lead the integration of recovery initiatives into broader programs, including Connections transformation, operational modes, and customer care evolution.
• Support Air Canada’s long-term vision by enabling a data-driven, predictive, and scalable recovery model.
• Program Leadership & Execution
• Lead complex, cross-functional programs with clear governance, structured delivery, and measurable business outcomes.
• Define and monitor KPIs and success metrics across customer experience, operational performance, and cost efficiency (e.g., rebooking speed, self-service adoption, compensation reduction).
• Provide strategic insights and executive-level reporting, translating data into actionable recommendations for senior leadership.
• Drive change management and adoption across the organization, ensuring new solutions are embedded into frontline operations and sustained over time.
• Act as a key connector across teams, ensuring alignment, accountability, and momentum across all recovery initiatives.
• Customer Experience & Insights Integration
• Leverage customer insights, NPS feedback, and operational data to identify systemic pain points and opportunities for improvement.
• Champion the voice of the customer in recovery design, ensuring solutions address real-world disruption scenarios and edge cases.
• P…