Job Title Manager CX Accreditations Reports to Senior Manager Airport Accreditations Location Montreal Canada Job Type Permanent Position Overview The Manager Customer Experience Accreditations supports ACI Worlds mission to champion the transformation of airports in Airport Experience and plays a critical role in maintaining the integrity fairness and quality of the Airport Customer Experience CX Accreditation Program The incumbent is responsible for conducting verifications of assessment forms submitted by participating airport members ensuring compliance with ACI guidelines and providing guidance to airports to strengthen their customer experience practices This position supports both operational verification tasks and the continuous improvement of the CX accreditation methodology contributing to the credibility and evolution of the program The role may also involve mentoring junior staff and participating in special projects related to the accreditation program Business Context The CX Accreditation Program recognizes airports excellence in customer experience management Accurate and consistent verification is key to the programs credibility supporting member airports in identifying best practices and improvement opportunities The manager works closely with the Accreditation team to ensure rigorous application of standards The incumbent adopts a supportive and guiding approach to help airports understand the accreditation process improve their practices and succeed in achieving their accreditation goals Key Responsibilities Verification CX Accreditation approx 80 85 Conduct thorough and objective verifications of Level 1 2 and 3 assessments including renewalsPerform advanced airport verifications including Level 4 remote and Level 5 on site assessmentsPlan and coordinate the verification schedule with airports for on site assessments including all related travel arrangements and logisticsCommunicate directly with member airports and professionally represent ACI World throughout the verification processAnalyze verification findings and prepare comprehensive reports presenting results and actionable recommendations to airportsPlan and manage time effectively to ensure timely delivery of verifications taking into account the CX Accreditation peak period from May to AugustMentor junior verifiers and team members promoting methodological consistency and best practices Accreditation program support approx 15 20 Provide accurate and timely responses to inquiries from airports regarding accreditation requirements processes and deliverablesPropose enhancements to the CX accreditation program assessment form agreements pricing methodology evolutionto improve clarity accuracy and alignment with accreditation standardsContribute to track program deployment and KPIs reportingAssist in the deployment and maintenance of the digital accreditation management system JetpackSupport marketing and promotional efforts such as writing blog post LinkedIn posts andor organizing a webinarSupport the development of an AI based tool to assist the team in responding to general airport inquiries leveraging insights and answers from previous yearsContribute to the elaboration of the CX Accreditation program Best Practices guide consolidating lessons learned guidance and benchmarks to support airports in their customer experience improvement journeyOther related duties may include Meeting with existing and potential clients to support business developmentParticipating in cross functional projects or working groupsAct as session captain or subject matter expert during the ACI Customer Experience Summit and ASQ Forum as requiredPerform any other related duties or responsibilities as required to support the success of the CX Accreditation programEducation and Experience University degree in Business Administration Marketing or related fieldMinimum 7 years of relevant experience in customer experience strategy customer experience consulting or airport operationsFamiliarity with Customer Experience framework and strategy is a strong assetAviation or airport industry background strongly preferredProficiency in English written and verbalCCXP certified an assetWillingness to travel internationally to perform on site airport assessments Skills and Abilities Strong analytical organizational and leadership skillsExcellent written and verbal communication in English; proficiency in additional languages is an assetExcellent interpersonal and communication abilities with a professional and customer oriented approachAttention to detail and commitment to methodological integrity and data accuracyAbility to manage competing priorities and maintain composure under pressureProactive problem solving and capacity to work both independently and collaborativelyExemplifies ACIs leadership values by modeling integrity and accountabilityComfortable representing ACI World in meetings conferences and high level discussions ACI World Values StewardshipMember focusedIntegrityExcellenceCollaborationInnovationInclusivityWhat We Offer Hybrid work setting minimum 50 on siteComprehensive benefits health vision dental telemedicineRRSP matching contributionsDiscretionary annual compensation bonus4 weeks of vacation plus personalmental health daysCell phone coverage and telehealth accessEmployee wellness and recognition programsOpus transit discount and flexible working culture

📌 Manager, CX Accreditations (Canada)
🏢 Airports Council International
📍 Canada