Lead customer experience strategy across PAL Airlines’ Quebec operations, guiding airport service teams with operational excellence and bilingual communication.
As Director, Customer Service, you will shape service standards across the Quebec network. Lead multi-site teams, manage performance, and collaborate across aviation operations. Champion passenger experience, safety, compliance, and employee development through accountable leadership.
Key Responsibilities:

Develop customer service vision, strategy, and roadmap
Lead station teams across Quebec locations
Drive performance through goals, KPIs, and accountability
Collaborate with operational departments and stakeholders
Oversee audits, inspections, and corrective actions
Requirements:

Senior leadership experience in aviation or related industries
Success leading multi-site teams and service excellence
Experience managing performance, budgets, and resources
Exceptional communication and relationship-building skills
French and English bilingualism is required
Bring strategic customer service leadership, airport operations expertise, and bilingual communication to PAL Airlines’ Quebec network.

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Director Customer Experience Quebec Operations