Customer Support Process Advisor

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 Customer Support Process Advisor reports directly to the Manager, Customer Support Process Management, with prime responsibilities to manage and implement clear, efficient, and customer centric processes, tools, and policies that support Air Canada's evolving suite of products and services across the multi department, multi location operational network that comprises the Customer Support & Care Branch.

As a trusted advisor across the Customer Journey (Pre Travel, Day of Operations, Post Travel), the incumbent analyzes and improves operational processes, call drivers, and workflows across the Contact Centres and Customer Recovery Centres, ensuring frontline and customer needs are reflected in business decision making. The Customer Support Process Advisor is empowered to recommend enhancements, lead discussions on operational impacts, and influence cross functional partners in both Business and Digital environments

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The role requires strong collaboration with multiple operational, business, and Digital/IT stakeholders, translating operational challenges into practical, scalable solutions while supporting system enhancements, automation, and process changes. Success in this role requires the incumbent to use data and insights to identify opportunities, simplify complex processes and policies, and support operational readiness while remaining accountable for the quality and clarity of their recommendations. The Customer Support Process Advisor must communicate clearly, think critically, and balance customer experience, agent experience, and operational efficiency to drive meaningful improvements.

Responsibilities:

• Act as a trusted advisor to Operations, Digital, and cross functional partners by providing subject matter expertise on assigned products, workflows, and customer journey processes.
• Lead the analysis of call drivers, performance trends, agent feedback, and customer pain points to identify opportunities for simplification, optimization, or automation.
• Compile, interpret, and model current and future state processes, documenting findings and recommendations using clear, structured, and scalable methods.
• Conduct detailed root cause analysis and provide actionable insights that influence decision making across Operations, Digital, Corporate, Commercial, Airports, and Customer Recovery.
• Create accurate and comprehensive business requirements, Process Briefs, Technical Reference Flows (TRFs), and supporting documentation.
• Work closely with Digital/IT to translate operational challenges into feasible, customer centric and agent centric digital or system enhancements.
• Support design, testing, validation, and pilot activities, ensuring solutions meet frontline needs and operational realities.
• Serve as an empowered bridge between the frontline agents, and the business, ensuring impacts are clearly understood and fully integrated into project decisions.
• Collaborate with Workforce Management, Training, Quality Optimizations, Operations Managers, and other stakeholders to ensure seamless end to end delivery of initiatives.
• Ensure all change, communication, and operational readiness gates are met, including training requirements, ACpedia updates, operational briefings, and launch checklists.
• Prepare and maintain clear documentation, including operational content, ACpedia updates, decision logs, and process briefs.
• Track and validate the performance impact of implemented improvements, including changes to KPIs, efficiency gains, call driver reductions, and customer experience metrics.
• Ensure information is clear, structured, accurate and up to date via all channels (Email comms, ACpedia, IVR, Harmony dashboard verbiage, and other internal platforms (Viva Engage, HZTV, etc.)
• Drive continuous improvement by proactively identifying risks, dependencies, gaps, and cross stream impacts, ensuring CSPM maintains high standards of quality and readiness.
• Demonstrate accountability by owning assigned deliverables, managing timelines, and ensuring commitments are met with excellence.
• Support Operational Change Management (OCM) activities by identifying change impacts, preparing contingency plans, engaging WFM early, and completing all required OCM deliverables including impact assessments, communication plans, and readiness dashboards.
• Work independently and collaboratively to empower frontline teams, partners, and stakeholders through clear guidance, strong operational insight, and reliable expertise.
• Build strong, respectful partnerships across the organization, using influence rather than authority to drive alignment and support for CSPM initiatives.
• Support a disciplined, structured, and consistent approach to process improvement across CSPM, aligning efforts with strategic priorities.

Qualifications

• Postgraduate Degree in a relevant field (e.g., Business Administration, Management) or equivalent years of experience.
• Minimum of 3+ years of experience within a Call Center/Customer Recovery Operational environment
• Advanced understanding of robust Business Process Mapping/Flows.
• Well-developed business acumen and proven stakeholder consultative approach.
• Strong computer skills in using the MS Office Suite (Microsoft Word, Excel, Project, Powerpoint, Visio).
• Highly self-motivated and able to work independently or as a team.
• A critical thinker who can challenge stakeholders on new approaches/ideas and bring an operational excellence perspective
• Strong communication and writing skills
• Strong knowledge of Altea ARDWeb and other systems used by the Air Canada Contact Centres and/or systems used in Customer Recovery is an asset
• Exposure/understanding of the enterprise systems deployed by Air Canada within the Call Centres/Customer Recovery or Baggage Claims is an asset
• Demonstrated punctuality and dependability to support overall team success in a fast-paced environment

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.