Manager, Passenger Experience

Manager, Passenger Experience

1 Full-time, Permanent Position

Is This Role for You?

The Manager of Passenger Experience is responsible for overseeing and leading multiple programs and initiatives throughout the passenger journey, ensuring a seamless and enjoyable experience from arrival to departure. This role collaborates closely with all key stakeholders within the airport community, including operations, customer service, and contracted service providers, to improve and enhance the passenger experience. The Manager will be integral in supporting terminal activations, offering feedback on ongoing projects with a passenger-centric perspective.

Day in The Life

You might be wondering what you can expect in a typical day at work. Every day will bring new opportunities, focusing on key responsibilities, including:

• Lead Passenger Experience Initiatives: Drive various projects aimed at improving the passenger journey through efficiency, ease and accessibility through leading the Passenger Experience team.
• Stakeholder Collaboration: Work closely with airport operations, service providers, and other relevant teams to ensure smooth communication and alignment across all passenger-facing touchpoints.
• Terminal Activations: Oversee activations and special programs in the terminal to enhance the passenger experience, ensuring they align with overall business and operational goals.
• Passenger Feedback and Insights: Collect and analyze passenger feedback to provide actionable insights that shape future projects and enhance the service experience.
• Manage Customer Service Programs: Ensure the successful implementation and operation of customer service programs that directly impact the passenger experience, addressing any concerns and identifying areas for improvement.
• Contracted Services Management: Oversee terminal contracted services to ensure high-quality service delivery, compliance with contracts, and alignment with the organization’s passenger experience goals.
• Budgeting/Forecasting: Creating and managing the budget for various project components, ensuring that all costs are accounted for and aligned with project goals. Predicting future financial needs based on current project trends, previous data, and anticipated changes. This could involve adjusting forecasts as the project progresses.

Corporate Objectives

• Align with the YEG’s focus to Ignite Prosperity within our community through the MYYEG program.
• Implement strategies to support passenger satisfaction measurements and programs by creating action plans relating to customer feedback and sentiment.
• Be an advocate for creating a culture of inclusivity and willingness to partner with all business units within the Airport community.

You Have:

• Post Secondary education with concentration in business applications Degree or diploma in business or related experience.
• Proven experience in customer service, hospitality, or operations management within an airport or similar environment.
• Strong communication skills, with the ability to work collaboratively with multiple stakeholders.
• Ability to think strategically and provide feedback with a passenger-first perspective.
• Ability to manage people scheduling within multiple scheduling environments and provide development plans for team members.
• Ability to put together complex spreadsheets, presentation materials, plans and promotional materials.
• Skilled at influencing group behaviour.
• Advocate and lead Accessibility Awareness skillset is an asset.
• Leadership experience, managing team performance, coaching, and ability to create an environment that is both collaborative and constructive in nature.
• Ability to secure and maintain appropriate airport security clearance and acceptable criminal record check is required.

REPORTS TO: Director of Hospitality

BAND: Excluded

SALARY: Commensurate with experience

POSTING DATE: March 24, 2025 (Internal & External)

CLOSING DATE: April 2, 2025 (Internal & External) or when a suitable candidate is found

Applicants from this competition may be utilized to fill future vacancies of a similar nature.