Airport, Operations, Management, Office, operations

Director, Cabin Crew 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.
The Director, Cabin Crew Experience is responsible for the overall strategy of crew productivity and attendance program; employee wellness; IFS recognition; IFS messaging, employee engagement initiatives, crew performance, training and uniform program. 

Effectively leads the attendance performance of 8500 crew members across (4) IFS crew bases (YVR, YYC, YYZ, YUL) in line with the Attendance & Corporate Programs, all Return to Work programs, maternity alternate work and WCB/WSIB/CSST programs.

Effectively manages the IFS productivity budget as related to crew attendance and absenteeism.

Leads the IFS employee engagement strategy including programs and events for all IFS Cabin Crew and Management Staff on behalf of the VP, MD and senior team, ensuring alignment and support with Corporate Recognition Programs for IFS.

Responsible to communicate strategies, concepts, design and delivery of Air Canada’s Brand, on-board product and accountable for continuing education of employee’s AC Brand knowledge by introducing engaging new concept to ensure crew awareness of new product/service standards.

Work closely with the Employee Communications team on the IFS communication strategies, content, format, tone, and channels.

Ultimate accountable IFS Senior Leader for the uniform program; involving future uniform design activities and oversight of day to day operational uniform queries and issues.

Key Functions & Accountabilities:

  • Responsible for the Attendance and Crew Productivity strategy across the In-Flight Services (IFS) bases.
  • Leads the design and implementation of the IFS Bases programs, processes and manuals in accordance with prescribed regulatory provisions and the collective agreement.
  • Responsible to drive opportunities for continuous improvement, cost reduction and safe and early return to work.
  • Produce effective management of tracking/ measurement of absenteeism and provide a consistent infrastructure that demonstrates reduced Absences/ CAMS (Corporate Absenteeism and Management System) and work-related injuries and provides support for Return to Work Programs in order to achieve budget and productivity targets and support to crew members.  
  • Maintain close relationships with Disability Management, Labour, OHS, Crew Scheduling, and Health and Safety when developing policies affecting any and all attendance programs.
  • Act as the contact for CUPE when any concerns arise with any of the above programs.
  • Lead the IFS engagement strategy including oversight of events for all IFS Cabin Crew and Management staff.
  • In conjunction with the Operations Manager and Base GM’s/Director, develop and implement strategies to promote a culture based on engagement of strong performance with the mindset that “what gets recognized, gets repeated.”
  • Improve business processes specific to IFS engagement events and ensure continual improvements in performance.
  • Responsible for oversight of design and delivery of IFS perfect attendance program.
  • Ensures effective use and promotion of the corporate Shine program and platform across IFS.
  • Oversight of content management for employee engagement across all platforms: Move Me News, Service Director Memo etc., and overall approach. Ensure a level of consistency amongst the Bases for recognition events.
  • Oversee the design and implementation of the IFS communication strategy, providing subject matter expert guidance to the Employee Communications team.
  • Partner with Employee Communications for content development and execution support (ie. executive messaging, bulletin writing and distribution etc.).
  • Responsible to review long-term OBR & Yammer feedback trends and develop strategy to take action on forecasted issues.
  • Accountable to ensure IFS Communications are streamlined and packaged to Cabin Crew in valuable and digestible formats. 
  • Act as central point of contact in IFS for Employee Communications team to:
    • Deploy corrective measures and communicate to IFS management and crew collective wins.
    • Benchmark new communication simplification methods to drive crew engagement.
    • Ensure communication integration when launching new product/service to drive consistency.
  • Responsible to oversee a performance management program for IFS Cabin Crew that will be focused on the overall performance of our Cabin Crew, and specifically sub-optimal and non-performance with a view to improving the performance wherever possible.
  • Foster a strong, collaborative relationship with CUPE and Chief Mediator/Arbitrator.
  • Oversee strategy development to focus on development of Cabin Crew to reach their full potential.
  • Responsible for IFS management and crew training development strategy, in partnership with training team, HR business partners and Corporate Talent. 
  • Designs the strategy for Crew uniform compliance.
  • Lead all IFS uniform requirements in line with Corporate Uniform Policies and Standards.
  • Maintain oversight of uniform corrective measures and crew and crew uniform concerns.
  • Work collaboratively with CUPE to address uniform concerns. 
  • Maintain relationship with uniform supplier to ensure IFS needs are being addressed and prioritized.
  • Represents IFS in the new uniform program.


  • 10+ years of leadership experience in global airline environment
  • 5+ years experience in a unionized environment, experience with CUPE preferred 
  • Demonstrate experience in leading, motivating, coaching and recognizing
  • Experience in managing large and complex projects; 
  • Ideally has successfully completed the Flight Attendant training program and maintain ongoing qualifications however not required
  • Excellent interpersonal, conflict resolution, and communication skills (written and verbal)
  • Intercultural competence and consciousness
  • Strong organizational skills and ability to create and achieve a vision
  • Strong customer focus, recognizing our most important customer is our employee
  • Strong analytical, comparative, innovative and creative skillsd
  • Competitive awareness 
  • Detail oriented
  • Impartial and engaged
  • Ability to meet deadlines, work under pressure and achieve multiple objectives
  • Highly adaptable and flexible to support a 24/7 operation
  • Airline / hospitality experience an asset, if airline, Inflight experience is a definite asset
  • Experience in building a comprehensive framework to support an overall cultural objective within an organization
  • Budget management
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.