Customer Operations Manager Jobs in Quebec (NOW HIRING)

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The purpose of Service Management is to unify Air Canada's IT services delivery for consistency and quality across its internal and sourced environment to ITIL/ITSM best practices. The Specialist, IDD Modern Workplace & Platform, is responsible for Air Canada's Operational Mobile Device Fleet (iPads, PDAs, iPhone) strategy in terms of hardware standards, usage policy, data management and ensures our vendors provide adequate services and performance to maintain business continuity.

This position will be reporting to the Senior Manager, Modern Workplace & Platform Services.

Responsibilities:

• Define and maintain device usage policies specific to Operations.
• Serve as the single point of contact for Ops Mobility, supporting business integrations, technical requirements gathering, and alignment with operational needs.
• Coordinate deployment activities across teams.
• Lead pre deployment planning to ensure readiness.
• Manage vendor readiness and engagement.
• Build and maintain strong relationships with internal stakeholders.
• Collect and maintain up to date mobility requirements from operational business units.
• Collaborate with business units to guide policy improvements, standards, and related governance.
• Support ongoing model and workflow design maintenance.
• Train frontline support teams on new features, devices, and operational workflows.
• Track recurring issues and recommend enhancements.
• Maintain a structured field feedback loop.
• Gather user feedback and identify pain points.
• Translate operational feedback into actionable items for MDM and hardware teams.
• Plan and coordinate change communications.
• Partner with corporate communications to deliver required end user messaging.
• Coordinate stakeholders by identifying impacted groups and aligning timing across teams.

Qualifications

• Relevant university degree/technical certification(s), and/or experience commensurate to the role.
• 5+ years of experience managing mobile devices
• Ability to handle high level of technology complexity and drive autonomous decision making, as it relates to adoption of technology best practices.
• Demonstrate significant technical depth to lead strategic technology priorities.
• Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation. Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things.
• Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy.
• Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers.
• Results Orientation - Focusing on the desired end result of one's own or one's unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
• Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team. As a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
• Analytical Thinking - Approaching a problem by using a logical, systematic, sequential approach.
• Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others.
• 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.