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Added 2 hours ago
LS
Bilingual Manager, Events & Engagement - Permanent - 19624
LRO Staffing
Ottawa, ON
- Full-time
Reporting to the Director, Member Experience & Engagement, the successful candidate will lead the planning and delivery of executive development, recognition, and member engagement…
Added 2 hours ago
CH
Program Manager, Capital Projects – Minor
Covenant Health Canada
AB · Edmonton, AB
- Temporary
As a Program Manager, Capital Projects - Minor with Covenant Health's Capital Management team, you will provide leadership and oversight for a provincial Project Management Office (PMO)…
Added 2 hours ago
J
Quality Assurance Analyst (COPY)
JobsMedia.io
Laval, QC
- Full-time
…IT quality assurance analyst capable of contributing to the delivery of reliable, efficient solutions adapted to the realities of our…
Added 2 hours ago
LH
Registered Massage Therapist
Lifemark Health Group
Leduc, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 2 hours ago
LH
Registered Massage Therapist
Lifemark Health Group
AB · Edmonton, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 2 hours ago
LH
Massage Therapist
Lifemark Health Group
AB · Edmonton, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 2 hours ago
LH
Massage Therapist
Lifemark Health Group
Sherwood Park, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 3 hours ago
LH
Physiotherapist
Lifemark Health Group
Lasalle, ON
- $76,783 to $127,972 CAD / year
- Full-time
Competitive Pay; $2,500 Signing/Relocation Bonus; opportunity to grow into or be appointed directly to a Clinic Director or Clinic Lead role, commensurate with clinical and leadership…
Added 3 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 3 hours ago
J
Quality Assurance Analyst (COPY) (COPY)
JobsMedia.io
Longueuil, QC
- Full-time
…IT quality assurance analyst capable of contributing to the delivery of reliable, efficient solutions adapted to the realities of our…
Added 3 hours ago
J
Quality Assurance Analyst
JobsMedia.io
Quebec, QC
- Full-time
…IT quality assurance analyst capable of contributing to the delivery of reliable, efficient solutions adapted to the realities of our…
Added 3 hours ago
LH
KIN-Kinesiologist
Lifemark Health Group
Cranbrook, BC
- $23 to $27 CAD / hour
- Full-time
…occupational rehab cases. Our KINs provide both individual and program-based treatments and assessments for individuals recovering from motor vehicle accidents and workplace injuries. They…
Added 3 hours ago
Y
Manager, PMO & Strategic Initiatives
YouPotential
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Reports to: Director, Operational Effectiveness & Communications
Added 4 hours ago
E
Program Manager
Equus
Bath, ON · Loyalist Township/Bath, Ontario
- $32.5 CAD / hour
- Full-time
The Program Manager reports to the Project Director for a given region and provides leadership through planning, implementing, coordinating, and evaluating Agilec sites/projects to ensure…
Added 4 hours ago
LH
Massage Therapist
Lifemark Health Group
Cold Lake, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 4 hours ago
AH
Manager
Alberta Health Services
Fort McMurray, AB
- Full-time
…Utilization and Allied Health departments and reports directly to the Director of Patient Care. This position is responsible and accountable for providing the direction, leadership and…
Added 5 hours ago
M
Director, Retirement Strategy
Manulife
Toronto, ON
- Full-time
…Institutional channels in North America, Asia and Europe. The Director, Retirement Strategy will help shape the growth and transformation agenda for the U.S. and Canada Retirement…
Added 5 hours ago
LH
Massage Therapist
Lifemark Health Group
Airdrie, AB
- Internship
Robust onboarding and supervised new grad program.
Added 5 hours ago
LH
Registered Massage Therapist
Lifemark Health Group
Calgary, AB
- Part-time
Robust onboarding and supervised new grad program.
Added 5 hours ago
LH
Registered Massage Therapist
Lifemark Health Group
Fredericton, NB
- Full-time
Robust onboarding and supervised new grad program.
Added 5 hours ago
LH
Registered Massage Therapist
Lifemark Health Group
Calgary, AB
- Full-time
Robust onboarding and supervised new grad program.
Added 5 hours ago
NA
Security & Technology Services Manager
New Age Group
Concord, ON
- Full-time
The Security & Technology Services Manager is the senior technical leader responsible for the development, delivery, support, programming, integration, cybersecurity, managed technology…
Added 6 hours ago
HM
Pediatrics
Health Match BC
Chilliwack, BC
- Full-time
…graduates must provide a letter of reference from their residency program director and fellowship…
Added 6 hours ago
HM
Internal Medicine
Health Match BC
Kelowna, BC
- Full-time
Reporting to the Executive Medical Director, BC Cancer Kelowna, the Department Head works closely with provincial program leadership, Medical Affairs, Interior Health, operational leaders,…
Added 7 hours ago
LH
Physiotherapist
Lifemark Health Group
Toronto, ON
- $36.92 to $54.14 CAD / hour
- Part-time
Robust onboarding and supervised new grad program.

Hospitality Newfoundland and Labrador

Director, Customer Service

St. John's, NL, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

Lead the Experience. Elevate the Journey.

At PAL Airlines, every interaction matters. From the moment a customer arrives at the airport until they reach their destination, we are committed to delivering a safe, seamless, and memorable travel experience. We're looking for an inspiring leader to join our team as a Director, Customer Service and help shape the future of customer service excellence across our Quebec operations.

This is a high-impact leadership role for someone who is passionate about people, operational excellence, and creating exceptional experiences for both customers and employees.

What You'll Be Responsible For

Customer Experience Leadership
- Develop and execute the vision, strategy, and roadmap for customer service excellence across the Quebec network.
- Lead station teams in delivering a consistent, high-quality customer experience that reflects PAL Airlines' service standards and values.
- Identify opportunities to enhance the passenger journey while balancing operational efficiency and business objectives.
- Foster a customer-first culture focused on service, accountability, and continuous improvement.
Operational Excellence
- Provide leadership and oversight for airport customer service operations across all Quebec locations.
- Drive operational performance through clear goals, KPIs, and accountability measures.
- Collaborate with Flight Operations, Revenue Management, Reservations, and other departments to ensure seamless service delivery.
- Conduct regular operational and business reviews to identify trends, improve performance, and implement corrective actions as needed.
- Build and maintain strong relationships with airport authorities, service providers, and operational stakeholders.
Safety & Compliance
- Champion PAL Airlines' commitment to safety and regulatory compliance.
- Support and promote the Safety Management System (SMS) across all customer service operations.
- Ensure adherence to Transport Canada regulations, corporate policies, and operational procedures.
- Oversee station audits, inspections, and corrective action plans.
People Leadership
- Lead, coach, and develop a high-performing team of customer service and station leaders.
- Drive workforce planning, recruitment, succession planning, and leadership development initiatives.
- Establish performance goals, support career development, and foster employee engagement.
- Create an inclusive, collaborative culture where teams feel empowered to deliver outstanding results.

What You'll Bring

Proven senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or a related industry.
Demonstrated success leading multi-site teams and driving service excellence.
Strong business acumen with experience managing operational performance, budgets, and resources.
Exceptional communication, relationship-building, and leadership skills.
Ability to inspire teams, influence stakeholders, and lead through change.
A passion for delivering exceptional customer experiences.

Language Requirements

Bilingualism (French and English) is required.
- Due to the nature of this role, the successful candidate will regularly communicate, both verbally and in writing, with employees, customers, airport authorities, regulators, and stakeholders throughout Québec and across Canada.

Why work for PAL Airlines?

PAL Airlines values its employees and offers a competitive benefits package.

The Perks Of Being One Of Our PALs

Personal travel privileges with PAL and interline agreements with multiple airlines
Industry discounts
Comprehensive health benefits including medical, dental, vision, and life insurance
Pension Plan with Employer Matching
Employee Stock Purchase Plan
Employee Tuition Assistance Program
Employee and Family Assistance Programs

Ready for Takeoff?

If you're a strategic leader who thrives on delivering exceptional customer experiences, building high-performing teams, and driving operational excellence, we'd love to hear from you.

PAL Airlines is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported, and respected. Candidates of all backgrounds are encouraged to apply.

Only those candidates selected for an interview will be contacted. Thank you.

#PALAirlines

Competition Number: 3218

Company Website: http://www.palairlines.ca/

#Aviation jobs

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More about this job

Responsibilities

Lead customer service strategy and airport operations across PAL Airlines' Quebec network, improving passenger experience and operational performance while ensuring safety and regulatory compliance. Develop station leaders and teams, manage workforce and performance initiatives, and collaborate with internal departments and external stakeholders.

Requirements

Requires proven senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or a related field, including success leading multi-site teams. Candidates should bring business and operational management acumen, strong communication and leadership skills, and fluency in both French and English.

Skills

Customer Experience Leadership
Customer Service Operations
Airport Operations
Multi-Site Team Leadership
Operational Performance Management
Budget and Resource Management
Workforce Planning
Recruitment
Succession Planning
Leadership Development
Safety Management System
Regulatory Compliance
Continuous Improvement
Change Leadership
Bilingual Communication

Benefits

Personal Travel Privileges
Interline Travel Agreements
Industry Discounts
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Pension Plan With Employer Matching
Employee Stock Purchase Plan
Employee Tuition Assistance Program
Employee and Family Assistance Programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Customer Experience
Airport Operations
Aviation
Quebec Network
Service Excellence
Operational Performance
Key Performance Indicators
Business Reviews
Safety Management System
Transport Canada Regulations
Regulatory Compliance
Station Audits
Corrective Action Plans
Workforce Planning
Recruitment
Succession Planning
Leadership Development
Employee Engagement
Continuous Improvement
Budget Management
Resource Management
Stakeholder Relations
French
English

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