Reporting to the Head of Digital and Customer Experience (D&CX), the Manager, Customer Experience is a highly collaborative role that is ultimately responsible for creating and maintaining a consistent, efficient, positive end-to-end customer experience. The ideal candidate is passionate about customer service, driving efficiency and has a keen eye for continual improvement.

The Manager, Customer Experience, is responsible for the delivery of the customer experience strategy at all touchpoints along the customer journey. This includes developing and maintaining customer-facing policies & procedures and product ownership of customer commercial products. The role is also responsible for the continual development and management of the feedback loop between customers and Harbour Air, ensuring the effective gathering of feedback and distilling into actionable insights.

The role directly manages two customer-facing groups:

1) The Customer Contact Centre, which serves as an inbound touchpoint for customer queries, including those from third-party suppliers.

2) Customer Care, which manages escalated customer concerns, including APPR queries.

WORK HOURS: Office hours (weekend and evenings as needed)

LOCATION: Vancouver

TERM: Full Time Regular

DEPARTMENT: Commercial

Responsibilities and Expectations

Customer Journey, Policies and Procedures:

1. Own the delivery and continual improvement of the customer experience strategy, including the development of standardized and consistent policies and processes to ensure every touchpoint along the journey is cohesive.
2. Lead the development, execution, and on-going management of new commercial customer products.
3. Stay current on customer-facing regulatory requirements to ensure compliance.
4. In collaboration with the digital team, continually maintain a digital-first customer experience, leveraging modern, best-in-class technologies.

Customer Feedback Gathering and Analysis

1. Lead and own the processes for gathering feedback from customers across all touchpoints of the customer journey.
2. Analyze the data from the customer feedback and develop actionable insights that help shape the customer expereince strategy.

Customer Contact Center

1. Oversee the Customer Contact Centre (CCC), including Supplier Support, which receives all direct and third-party customer requests. Lead, motivate, and manage the team, providing coaching, training, and guidance to ensure high performance, productivity and achievement of goals and objectives. Set individual and team targets, monitor progress, and provide regular performance feedback to team members.
2. Actively seek opportunities to continually improve the booking and reservation management processes with an eye for improving guest experience and efficiency. Optimize and leverage technology to drive improvements.
3. Manage and lead operations of staff travel function, which includes administration of standby travel and interline travel.
4. Lead the customer service and operationalization of the Harbour Air Club, Harbour Air’s loyalty program.
5. Monitor and assess quality of customer interactions by CCC agents to ensure a high standard of service.

Customer Care Management

1. Lead team that manages escalated customer inquiries and issues, ensuring concerns are managed promptly and professionally. Includes resolving customer issues related to flight experiences, APPR-related issues, baggage concerns, and other service-related matters. Note the Manager, Customer Experience, will be required to respond to some of the inquiries.
2. Responsible for the analysis of customer care reports, reporting, and distillation of feedback into actionable insights. Where applicable, recommend and implement feedback-driven improvements to services.

Collaborative Initiatves and Projects

1. Collaborate with operations, spaneting and other departments to ensure alignment between customer experience initiatives and overall business objectives.
2. Represent the D&CX Team in cross-functional initiatives. Provide input on product and service enhancements based on customer feedback.
3. Lead applicable projects as required.

Qualifications/Assets:

IDEAL EXPERIENCE

• A minimum of 5 years’ experience in customer service, with 1+ in a leadership role. Preferably in aviation, travel or hospitality.
• Strong Microsoft Office skills (Word, Outlook, Excel, Teams, etc.) and ability/willingness to learn new software programs.
• Understanding of travel industry, aviation is desirable.

EDUCATION

• Undergraduate degree in tourism, business, economics, or similar.

CRITICAL CAPABILITIES

Leadership

• Proven leadership and team management skills with the ability to inspire and develop a diverse team.
• Proven ability to lead cross functional projects and collaborate across the organization.
• Superior judgement and decision making for customer service including the ability to diffuse adverse situations.
• Ability and desire to lead teams through transformation (corporate, digital, process, etc.)

Communication

• Excellent written communication, including the ability to develop policies and procedures for teams across the organization to reference.
• Confident oral communication, with both internal and external stakeholders.

Analytics

• Ability to analyze basic data and translate into actionable insights.

Time Management

• Superior time management skills, including managing muliple competing priorities simultaneously, individually and for the team.

ABOUT HARBOUR AIR

Harbour Air is North Americas largest seaplane airline, a quintessential west coast experience offering up to 300 daily scheduled flights, charters, and scenic tours showcasing British Columbia’s coast and beyond. Our people are the backbone of our organization, and we are committed to creating a culture that inspires one another to achieve extraordinary success. With around 500 employees and a fleet of 45 aircraft, Harbour Air serves 14 coastal communities in BC and Seattle, USA. The airline became the world’s first and only fully carbon neutral airline and is strongly committed to being an industry leader on sustainable initiatives mitigating climate impact. Operating the worlds first fully electric aircraft is a testament to the phenomenal teamwork and culture that exist at Harbour Air. For more information, please visit www.harbourair.com

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Harbour Air is an equal opportunity employer, we are committed to Diversity and Inclusion and value a diverse workforce. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and communities we serve.

Harbour Air is committed to developing a barrier-free recruitment process and work environment. Accommodation in relation to the job selection process is available upon request. If you require any accommodation, please email us and we’ll work with you to meet your accessibility needs.