Airport, Operations, Management, Office, operations

Director, Onboard Experience

Last updated: 2 weeks ago
Expires: 2 weeks ago
Job Role:
Airport, Operations, Management, Office, operations
Not specified
Aircraft type:

Job 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.
  • Accountable to the MD, In-flight Service for the oversight of the quality of the onboard cabin experience as delivered by Cabin Crew. Primary liaison with the Safety and Training teams to ensure that all Service Director and Cabin Crew safety and service training programs are designed to achieve the qualifications, desired behaviors, and SOP compliance to achieve the IFS objective to be Top 10 in all that we do.  
  • Responsible position for ensuring Safety First, Always is top of mind within the IFS and Cabins branches, ensuring day to day communication and collaboration with the Safety branch, and in particular the Inflight Safety Manager; overseeing all communications and actions within the branch related to safety.  
  • Responsible to lead and manage the Onboard Cabin Experience team. This includes all development of service design and delivery. Lead all frontline communication strategies to cabin crew regarding service delivery procedures and specifications by leveraging already established internal communication vehicles i.e. IFS bulletins, Globe, ePUB and IFS Base communication campaigns. This position is also the lead between IFS and marketing teams to ensure alignment and execute the corporate vision.
  • Leads all In-Flight activities related to Aircraft programs, introductions, and cabin reconfiguration initiatives. Work closely with safety and cabin engineering to ensure alignment with the IFS goals and requirements. 
  • Directs the strategy and performance of the new IFX Program by engaging in  innovative ways to provide crew management support onboard to drive engagement and customer satisfaction results.
  • Designs, implements, and tracks overall Cabin Crew communication strategy, leveraging all communication channels available; videos, bulletins, briefings, Q&A, Show & Tell, Product Awareness Calls, etc.
  • Leads all ECX IFS initiatives as related to onboard IFS experience.
Key Functions & Accountabilities:
Onboard Cabin Experience 
  • Accountable to the MD IFS for the compliance and performance of the 8200 Cabin Crew using a set of defined service SOP touch points and quality standards determined by IFS and Marketing branches.  
  • Lead all onboard product/service changes to successful implementation for crew effective delivery.
  • Lead the In-flight excellence manager program (Service Director & Cabin Crew) and provide direction on Cabin Crew monitoring priorities.
  • Design, implement and maintain an Onboard Manager program for the primary purpose of quality control onboard, secondary purpose to provide coaching and mentorship to all cabin crew. 
  • Report results of key performance measures for onboard experience as delivered by Cabin Crew to the MD, IFS.
  • Ensure a robust recognition program to support the Onboard Service Manager (Cabin Crew) program.
  • Design, implement and lead IFX program and/or incorporate elements of IFX into other training programs in coordination with the Training team.
  • Provide guidance, support, and direction on the introduction of the C-Ped for Cabin Crew.
  • Monitor policy implementation and compliance.
  • Accountable to the MD IFS and the VP Safety for the safety compliance of the Inflight branch and specifically the Cabin Crew; manage the implementation of safety practices and strategies in the branch in liaison with the Safety Branch.
  • Liaison with the Safety Branch to ensure Safety First, Always is maintained and enhanced.
  • Oversight and management of safety mitigations.
  • Support Risk Assessment activity for the IFS branch. 
  • Manages non-safety SIMS database thru Voyage Reports and provide support to IFS and Cabins operations and performance teams.
  • Lead the development, implementation and maintain the IFS base process manual. 
  • Member of the In-Flight Service Emergency Response Program, ERC primary contact.
Aircraft Program
  • Accountable to oversee and provide strategic direction to all Aircraft Program activities related to IFS. 
  • Align IFS priorities and limitations with the strategic direction of Aircraft Program.
  • Facilitate a monthly IFS Aircraft Program steering committee meeting for status updates.
  • Ensure IFS base management and crew readiness when introducing new aircraft components.
  • Be the link between all corporate entities, representing IFS with all Aircraft Program activities.


  • Bachelor degree in business administration, communications, crisis management or equivalent
  • 10+ years of experience and a proven track record of IFS operational/strategic project deliverables
  • Strategic mindset to achieve integrated and complete IFS product/communication/enhancements
  • Fully bilingual, English and French
  • Managerial courage to find creative solutioning to accommodate all parties while setting our crew members up for success
  • Strong interpersonal and leadership qualities
  • Qualified flight attendant with current standing
  • Strong communications skills
  • Demonstrated ability to work independently yet also collaboratively
  • Demonstrated ability to build and nurture cross branch collaborative relationships
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
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.