Cabin Support Advisor

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Reporting to the Partner, Resource Deployment - Cabin Services Operations, the Cabin Support Advisor provides oversight of cabin labour activities, manages cabin services related technologies, and delivers first level support for all IT software and hardware. The role is also responsible for coordinating and ensuring timely follow‑up on passenger complaints through the cabin feedback and OBR resolution processes.

Responsibilities:

• Act as the primary point of contact for the Cabin Feedback generic e-mail account, ensuring timely review, action, and follow up.
• Responsible for all passenger complaints related to Cabin Services, ensuring accurate and timely follow up and responses.
• Oversight of all unionized Cabin Services labour movement, including headcount, and new hire onboarding, in collaboration with Labour Relations.
• Administer and oversee the Unisync uniform account for all Cabin Services employees, including both unionized and management.
• Responsible to provide first-level support for all cabin services IT device and hardware support, escalating issues to IT as required and ensuring minimal operational impact.
• Manage IT licenses for all union and management cabin employees.
• Responsible for workforce planning tools to support scheduling, operational planning, and reporting.
• Responsible to ensure Cabin Training employee compliance by monitoring completion, addressing gaps, and coordinating with the Operations.
• Develop and manage Cabin labour KPIs to support workforce planning, operational efficiency, and decision-making.
• Develop, maintain and update internal Cabin Services playbook to ensure consistent practices and documentation.
• Identify opportunities for continuous improvement across Cabin Services processes and service delivery, recommending and implementing enhancements.
• Manage special events (ie. Olympics, VIP Flights, etc.), to ensure readiness, alignment, and execution.
• Oversight of internal safety audit within Cabin Services, ensuring audits are completed, tracked,, and findings are addressed.
• Manage award and recognition programs for the Cabin Services team, promoting engagement, recognition, and positive employee experience.

Qualifications

• Certification from an accredited college or university in Aircraft / Business / Administration, or equivalent.
• Extensive demonstrated experience in airline operation, training and communications is essential.
• Minimum 5 years relative experience in operation, training, process development, communications in an airline environment.
• Strong communication skills with the demonstrated ability to lead motivate and develop personnel to achieve operational objectives within a multi-disciplinary organization.
• Familiar with Transport Canada aviation regulations and norms (an asset)
• Strong orientation towards change management and focused on measurable results
• Familiar with Health Canada regulations and norms (an asset)
• Demonstrated capability to carry out projects independently to their successful completion within the budgeted time and cost.
• Ability to engage, motivate, and facilitate a cross-functional work team to achieve objectives.
• Must possess excellent and demonstrable project management skills and experience in delivering large projects
• Demonstrated experience in cost/benefit tracking and strong analytical skills.
• Fully proficient with Microsoft Office software (i.e., Word, Excel, PowerPoint), and use of the internet.
• Excellent analytical abilities, strong interpersonal and communication skills
• Excellent verbal and written communication skills in English and French.
• Excellent time management skills, ability to shift priorities on an ad hoc basis and flexibility with working hours.
• Knowledge and understanding of communications practices, tools and techniques is a plus.
• Advanced writing and editing skills.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.