Manager Customer Experience, Compliance & Training (14-month contract)
Sunwing Vacations
Toronto, ON
3d ago


Sunwing TravelGroup is the largest vertically integrated travel company in North America! Our Purpose : passionate people making vacation dreams come true.

The Manager Customer Experience, Compliance & Training (14-month contract) will be responsible to ensure regulatory requirements are met and maintain Sunwing Airline’s manuals and training programs.

The role will be located in Toronto, Ontario.

Be epic! Our Values are entrepreneurial, passionate, innovative and customer-centric. Named one of Canada’s Fastest-Growing companies for 14 years in a row, we are looking for an epic Manager Customer Experience, Compliance & Training to join our team.

About You :

You are a motivated passionate inquisitive leader. Responsible for compliance, continuous improvement and training. This is a 14-month contract position and you will report to the Vice-President, Commercial Operations and work within the Ground Operations department.

You will manage a training team to ensure airport preparedness and Airline standards are held. You are proactive, innovative, and thrive in a fast-paced changing environment.

What You’ll Do :

  • Manage Sunwing Tariff
  • Ensure compliance with all passenger welfare regulatory requirements on behalf of the Airline (CTA / US DOT)
  • Create and maintain Passenger Service Standards Manual
  • Manage company CRO program for accessibility
  • Ensure timely government and regulatory reporting as required
  • Represent Sunwing on various regulatory working groups
  • Represent Sunwing on Regulatory inspections
  • Establish best practices for airport customers service management and provide training group with content to be delivered internally and externally
  • Liaise with various internal departments (including updating external communication tools) for passenger welfare regulatory compliance
  • Oversee administrative processes of QA / QC Audit Program in collaboration with the Manager Airport Services
  • Create and manage a full training library of courses relevant to the operation, including Passenger Service, Ramp, Operations, and Mishandled Baggage, DCS, DCS and Passenger welfare regulatory requirements
  • Create and maintain or assist in creating and maintaining a robust training program in support of aforementioned for Sunwing Airlines Airport Services Operations and other areas of the business or third party suppliers impacted or tasked to deliver this services or functions.
  • Responsible for managing and updating the GHM
  • Support and manage the Training Specialist & Coordinator
  • Other duties as assigned
  • What You’ll Need :

  • University Degree (or equivalent combination of education and experience)
  • Extensive customer service leadership experience gained in a Transportation Industry (preferably airline)
  • Significant experience dealing with government and or regulatory compliance
  • Experience as a SME in building process, procedures and manuals
  • Highly effective communications skills
  • Ability to mobilize people and effect change
  • Strong Negotiator
  • Ability to distill complex regulation into manageable operational outputs
  • Strong computer / software skills data bases, PowerPoint, project planning tools
  • Self motivated and assertive
  • Passionate about high standard service delivery
  • Highly Organized
  • What You’ll Be A Part Of :

  • Great travel perks!
  • Grow your career with challenging and rewarding work that makes a difference
  • Opportunity to give back through our social responsibility initiatives
  • Work with a fun, passionate, travel loving team!
  • See for yourself!
  • About Us :

    We have grown from the smallest tour operator in Canada to the largest vertically integrated travel company in North America.

    So what does that mean? For Sunwing, it means all our products and services are offered in one vacation and all brands fall under the same parent company.

    We are comprised of leading leisure tour operators, travel retail, destination management, and hotel management.

    We are : Sunwing Vacations and Signature Vacations; Sunwing Airlines, SunwingJets, a luxury private jet charter service, Vacation Express, a growing tour operator in the United States, SellOffVacations.

    com and Luxe Destination Weddings, our travel retail businesses, NexusTours, our destination management company offering ground transportation, popular tours and excursions, and Blue Diamond Resorts, the fastest growing hotel chain in the Caribbean.

    Blue Diamond operates popular resort brands including Planet Hollywood Hotels & Resorts, Royalton Luxury Resorts, Memories Resorts & Spa, Starfish Hotels & Resorts and Mystique Resorts across the Caribbean and Mexico.

    We are also heavily involved in our communities! In 2015, we established the charitable initiative, Sunwing Foundation, to support the development of youth in the communities we operate in.

    We are passionate people making vacation dreams come true!

    We thank all who apply however only those who meet the qualifications will be contacted.

    At Sunwing diversity is important to us. We encourage applications from all humans and will provide, upon request, reasonable accommodations in all aspects of the recruitment and selection process.

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