Manager, Customer Accessibility - Dorval, Canada - Air Canada

Air Canada

Verified Company

Dorval, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Description

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.
The Manager, Customer Accessibility is responsible for leading and managing accessibility initiatives.

They will investigate and resolve accessibility-related incidents and issues, provide expert advice and guidance on accessibility risks and regulations, and design and implement strategies and training programs to enhance awareness and compliance on accessibility.

The incumbent will also represent Air Canada before advocacy groups and regulators and promote best practices in the industry, developing a deep understanding of customers with disabilities.

This position may be located in Montreal or Toronto.

Responsibilities:

Lead, manage and execute accessibility initiatives to remove barriers and improve services, guiding operational branches and teams focused on customer service excellence, as well as through accessibility champions across the company
Lead indepth investigations of accessibilityrelated incidents i.e., refusal to transport, lost or damaged mobility aids, failure to provide assistance in the airport. Identify policy, process and/or systemic gaps and recommend corrective actions
Identify accessibilityrelated safety concerns, issues, incidents or hazards and be accountable to implement corrective actions in collaboration with operational branches
Provide sound, objective and expert advice regarding accessibility risks and mitigations, coordinating closely with the Legal Department, and with operational branches regarding policies and practices
Design and implement strategies to enhance awareness of priorities around accessibility across the company, promote employee engagement to support corporate culture change and overall commitment to accessibility and encourage a behavioral shift that promotes accessibility throughout the customer journey
Lead training initiatives on accessibility in collaboration with all stakeholders, in support of new policies, procedures and identified gaps. Collaborate with Training Design and Delivery teams to implement and deliver training programs
Accountable to drill down on accessibility failures in detail and turn detailed findings into concrete recommendations for changes to policy/procedure/training/equipment
Represent Air Canada before advocacy groups for customers with disabilities, including through advisory committees, and develop a deep understanding of the needs of customers with disabilities
Conduct station visits, support station openings/restarts/ transitions to promote compliance with accessibility regulations and company procedure
Develop and monitor tracking and compliance data to determine our level of service and communicate this to stakeholders; establish action plans as needed to address shortcomings and to strive for excellence
Support the Director in representing Air Canada in discussions with regulators and international workgroups promoting accessible travel, staying abreast of regulatory changes and best practices in accessibility and taking a leadership role to promote the removal of barriers at Air Canada and across the industry
Manage accessibility data and reports for operational needs and committee meetings
Maintain a centralized repository of regulatory requirements in all markets we serve as it relates to assisting customers with disabilities
All other duties as assigned

Qualifications

University degree in related field or equivalent experience
Deep understanding of airline operations
510 years relevant experience in accessibility. Experience may be gained through employment, volunteer work, education and/or lived experience
Experience in managing and implementing initiatives, policies and procedures in a large and complex organization
Experience in conducting audits, assessments and evaluations, an asset
Experience in developing and delivering training programs and materials, an asset
Experience in collaborating with internal and external stakeholders, including persons with disabilities, on accessibility issues and solutions
Excellent project management skills and/or in change management, an asset
Experience developing strategies that meet department goals within budget and established timelines
Excellent verbal and written communication skills
Ability to handle multiple tasks with accuracy and diplomacy
Detail oriented and possess effective organizational and administrative skills
Ability to work independently and in a team environment
Knowledge of accessibility legal and regulatory framework applicable to Air Canada
Exhibit Air Canada's values of Safety First, Always; Care & Class; and Win as One
Must be willing to work flexible hours and be available to respond on shortnotice, after hours and on we