Hirejobs Canada
Register
Auckland Jobs
Canterbury Jobs
Northland Jobs
Otago Jobs
Southland Jobs
Tasman Jobs
Wellington Jobs
West Coast Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Director Passenger Experience (Contract Management) - Jobs in Mississauga, Ontario

Dexterra
Job LocationMississauga, Ontario
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionWHAT #39;S THE JOB General Purpose: The Passenger Experience Director is responsible for shaping and executing the end-to-end journey strategy to ensure a seamless, safe, and memorable experience for all passengers. This role leads a cross-functional team to innovate, implement, and continuously improve service delivery across all touchpoints—from pre-arrival to post-departure.Key Responsibilities:

  • Liaises with GTAA and stakeholders on service issues and ensures overall contract expectations and obligations are met
  • Develop and implement passenger service policies and procedures
  • Define and communicate passenger service standards
  • Oversee the achievement and maintenance of agreed passenger service levels and standards
  • Strategic Leadership - Develop and implement a comprehensive passenger experience strategy aligned with organizational goals and customer expectations
  • Operational Excellence - Oversee terminal operations, customer service programs, and passenger flow to ensure efficiency and satisfaction.
  • Champion the use of technology and data analytics to personalize and enhance the passenger journey
  • Work closely with internal departments and external partners Airlines, CBSA, USCBP to deliver unified experience
  • Team Leadership - Lead and mentor a diverse team including passenger service managers, supervisors and front-line staff. Foster a culture of empathy, accountability, and continuous improvement
  • Act as a key decision-maker during service disruptions, ensuring timely communication and resolution to protect the passenger experience
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Performance Monitoring - Define KPIs, analyze feedback and service metrics, and implement corrective actions to drive satisfaction and loyalty
  • Ensure the necessary resources and tools are available for quality service delivery
  • Review, track and respond to passenger complaints
  • Handle complex and escalated passenger service issues.
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Ensure budget requirements are met
  • Evaluate and performance manage supervisors and staff
  • Ensures compliance with the Official Languages Act
  • Conveys a professional and welcoming presence when interacting with employees, passengers, clients and stakeholders

APPLY NOW

Director Passenger Experience (Contract Management) Related Jobs

© 2021 HireJobsCanada All Rights Reserved