Lead Customer Experience Specialist

Location: Las Vegas, NV, (US)
Starting Salary: $24.09/hour
Branch: Airports North America
Category: Unionized (IBT)
Job-type: Permanent

Being part of Air Canada is to become part of an iconic Canadian symbol. Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

It’s important to know that

- Operational needs can shift quickly: You’ll need to be flexible and responsive, adjusting schedules, assignments, and resources to keep things running smoothly.
- Every team member plays a key role: Supporting others through training, coordination, and clear communication helps build a strong, high-performing team.
- Leadership happens in the moment: Whether you're guiding a team through a busy day or resolving unexpected challenges, your ability to lead with confidence and clarity will make a real difference.

Key duties

- Perform all duties of a Customer Experience Specialist and act as Aircraft Service Coordinator when assigned.
- Support daily operations under the direction of the Manager, ensuring smooth workflow and adherence to procedures.
- Allocate manpower, assign shifts, manage overtime and rest days, and adjust duty assignments based on operational needs.
- Assign and manage lunch/break schedules in line with collective agreements and operational efficiency.
- Conduct on-the-job training and lead formal training sessions as directed by Management or the Training Department.
- Ensure team proficiency across all job functions, including aircraft service coordination.
- Coordinate with other work units, ground handlers, caterers, and airport/government authorities.
- Assist with VIP or irate customer handling and ensure effective communication across departments.
- Monitor contracted services, report findings, and recommend improvements.
- Investigate safety/security incidents and accidents, complete reports, and recommend corrective actions.
- Ensure adequate supply levels and compile statistical data to support operational planning and reporting.

Qualifications

- Ability to lift seventy (70) lbs unaided;
- Ability to perform all the duties of a Customer Experience Specialist;
- Familiar with the duties of an Aircraft Service Coordinator;
- Possess a basic understanding of the principles of weight and balance;
- Ability to use tact, good judgment and initiative;
- Demonstrates leadership qualities;
- Excellent oral, written communication skills;
- Ability to work under pressure with a minimum of supervision;
- Demonstrates organizational skills – ability to organize work and direct the efforts of others in a productive non-threatening manner;
- Adhere to Air Canada's uniform guide and grooming standards;
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment;
- Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;
- Ability to meet Air Canada medical standards through a medical examination;
- Employment is subject to meeting US Custom & Boarder Protection (USCBP) requirements for obtaining both a
Customs Seal and an Airport ID Badge;
- Non-citizens with Employment Authorization Documents (EADs) may not be eligible to obtain a Customs seal. Please consult U.S. Customs and Border Protection website for eligibility information (https://www.cbp.gov/travel/ebadge-trusted-worker-program).

Benefits

- Financial benefits: Pension program, Employee Share Ownership Program, and Profit Sharing.
- Wellbeing & health benefits: Health, dental, and life insurance for you and your family (if necessary).
- Recognition: Air Canada’s recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
- Travel privileges: A generous employee travel program for you and other eligible once you have completed twenty-eight (28) weeks of service. This includes, but is not limited to standby travel, hotel & car rental discounts, Air Canada Vacation discounts, and more.

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.