Regulatory and Customer Care Manager

Are you ready to take your career to new heights?

As Canada's leading ultra-low-cost carrier, dedicated to providing affordable and exceptional travel experiences to Canadians, Flair Airlines is always on the lookout for talented individuals to join our team and contribute to our success as we continue to expand our route network, flight frequency, and services. Given our commitment to growth and excellence, we are currently seeking candidates for the following position:

Job Title: Regulatory and Customer Care Manager

Department: Commercial

Location: This role can be based in Vancouver, BC(YVR) Edmonton, AB(YEG) or Calgary, AB (YYC)

Work Arrangement: This role is based from one of our Corporate Office's with frequent work-from-home flexibility

Position Overview:

The Regulatory and Customer Care Manager will be responsible for ensuring that our customer care teams are well-equipped to handle complex customer inquiries such as compensation claims appeals, accessibility inquiries, and support our executive escalations desk on inquiries that require executive-level attention and will be accountable for the following duties:

• Develop and implement customer care policies, procedures, and training programs to ensure compliance with regulatory requirements, including those outlined by the CTA and DOT.
• Monitor changes in regulatory requirements and update internal processes and procedures accordingly to ensure ongoing compliance.
• Collaborate with cross-functional teams, including Legal, Operations, Marketing, etc., to interpret and implement regulatory requirements within the customer care function.
• Provide guidance and support to customer care teams on regulatory compliance issues, ensuring consistent adherence to regulatory standards.
• Manage escalated customer issues and complaints that require executive-level attention, ensuring timely resolution and high customer satisfaction.
• Conduct regular audits and assessments of customer care operations to identify areas for improvement and ensure compliance with regulatory requirements.
• Develop and maintain relationships with regulatory agencies and industry associations to stay informed about regulatory developments and best practices.
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement in customer care operations.
• Prepare reports and presentations on regulatory compliance and customer care performance for senior management review.
• Stay updated on industry trends, best practices, and emerging technologies in customer service and regulatory compliance to drive continuous improvement initiatives.

Qualifications & Requirements:

The preferred candidate should exemplify Flair's core values of Respect, Integrity, Reliability, and Resilience while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• 
  Education:
  • Bachelor's degree in Business Administration, Computer Science, or a related field

• 
  Experience:
  • Strong background in call center operations, leading teams in an agile environment, change management, project management methodologies, etc.
  • Familiarity with call center solutions such as Zendesk, Salesforce, AWS Connect, Qualtrics or the like.
  • Experience working with Business Process Outsourcing (BPO) providers is a plus.
  • 2-3 years of experience in regulatory and compliance in aviation an asset

• 
  Skills and Abilities:
  • Strong analytical skills and the ability to interpret data to drive decision-making.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.

• 
  Competencies:

Flair team members exhibit common competencies which contribute to individual, team and company success. This includes:

• the ability to lead as a Flair teammate by being collaborative and modelling our values.
• the ability to maintain diverse relationships with peers and other stakeholders.
• the ability to deliver results with impact and striving to always improve.

• Requirements:
  • Clear criminal record check and satisfactory references
  • Must be legally eligible to work in Canada without restriction

Why Join Flair Airlines:

At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, effective on your first day of employment, which includes:

• Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
• Pension plan with matched contributions.
• Individualized performance bonuses based on achievements.
• Attractive referral incentive program.
• Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.

How to Apply:

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.

Application Deadline: when successful candidate is identified

Flair Airlines is committed to creating an inclusive, equal, and accessible environment that attracts diverse talent. We encourage qualified candidates from all backgrounds to apply for this role. If you require accommodation during the selection process, please let us know. While we appreciate all applications, only shortlisted candidates will be contacted for the next stage of the recruitment process.

We look forward to the possibility of welcoming you on board!

Website: flyflair.com