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Manager, In-flight Product - Jobs in Montréal

Air Transat
Job LocationMontréal
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Job DescriptionThe Manager, In-flight Product is responsible for the design and delivery of in-flight products and services, including the development of processes and service standards. The incumbent will focus on process improvement, efficiency, quality standards and cost control, while taking into account the importance of offering our passengers an outstanding in-flight experience.Main Responsibilities

  • Analyze and assess current processes and programs, subsequently proposing solutions and recommendations to improve efficiency, reduce costs, and increase revenues (sales);
  • Manage in-flight product suppliers, ensure a follow-up with the Vice-President, In-Flight Services and Customer Experience, maintain records, and monitor the budget;
  • In collaboration with the marketing teams and the Vice-President, In-flight Services and Customer Experience, select the products best aligned with our brand image and customer experience strategy;
  • Provide guidance and direction to the In-flight service and catering teams in relation to products and processes;
  • Evaluate product development and enhancement opportunities as well as their delivery and implementation on an ongoing basis;
  • Oversee the administration, development, selection, implementation, and problem resolution of in-flight entertainment programming;
  • Manage in-flight entertainment suppliers (hardware and programming), ensure follow-up with the Vice-President, In-Flight Services and Customer Experience, keep records, and monitor the budget;
  • Develop and design service standards (procedures, logistics, development, implementation, and supervision of loading standards for all aircraft);
  • Act as a resource person on various unionized work committees mandated to improve work processes and optimize customer experience;
  • Design and deliver commercial training programs and tools in collaboration with the Cabin Training Department;
  • Develop key customer service metrics and measurement tools (conduct survey distribution and result analysis);
  • Establish problem-solving procedures, an escalation process, and investigations of non-standard complaints that have been escalated.

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