WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!

If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

Don’t miss this opportunity! Submit your application by August 27, 2026 to be considered for this exciting prospect.

JOB TITLE: Director, Contact Centre & Group Operations

POSITION STATUS: Permanent

DEPARTMENT: Call Center

LOCATION : Montréal The Director, Contact Centre & Group Operations is responsible for the strategic leadership, performance, and continuous improvement of Air Canada Vacations' 24/7/365 Contact Centre and Group Operations. The role oversees Reservations, Group Operations, and third-party contact centre partners to ensure exceptional service delivery, revenue growth, operational efficiency, and achievement of corporate objectives.

The Director leads a high-performing team focused on sales, booking modifications, travel advisor and customer support, and relationship management. Through strong leadership, workforce planning, coaching, and performance management, the incumbent develops engaged teams that deliver service excellence while maximizing sales opportunities and customer loyalty.

WHAT YOU'LL BE DOING

- Lead the overall strategy, performance, and daily Contact Center and Groups operations.
- Develop and execute plans that support revenue growth, service excellence, operational efficiency, and business objectives.
- Establish and monitor key performance indicators related to sales, service levels, productivity, quality, booking accuracy, and employee engagement.
- Foster strong relationships with travel advisors, group clients, suppliers, and internal stakeholders to support business growth and service excellence.
- Provide strategic oversight of third-party contact centre partners, including performance management,



service level agreements, quality standards, and continuous improvement initiatives.
- Lead workforce planning, forecasting, scheduling, and resource allocation to ensure optimal staffing levels across a 24-hour operation.
- Develop and coach leaders and frontline teams through performance management, talent development, succession planning, and employee engagement initiatives.
- Drive a culture of accountability, collaboration, customer focus, and sales excellence.
- Monitor operational performance and identify opportunities to improve efficiency, customer experience, productivity, and revenue generation.
- Develop, manage, and monitor departmental budgets, forecasts, and operating expenses to achieve financial objectives.
- Support operational response during service disruptions, system outages, weather events, and other business continuity situations.
- Collaborate with Commercial, Sales, Product, Marketing, Finance, HR, and Technology teams to improve processes, enhance the customer journey, and support strategic initiatives.
- Ensure policies, procedures, and service standards are maintained and aligned with corporate objectives.
- Prepare and present operational, financial, and performance reports, recommendations, and business cases to senior leadership.
- Participate in corporate projects and transformation initiatives that support organizational growth and operational excellence.
- Perform other duties as assigned.

WHAT YOU BRING TO THE TEAM

- University degree in Business Administration, Operations, Tourism, Hospitality, or a related field.
- Minimum 10 years of progressive leadership experience in a contact centre, travel, airline, hospitality, or customer service environment.
- Proven experience leading large-scale sales and service operations, including outsourced or third-party contact centre partnerships.




- Strong experience in workforce planning, operational management, budget accountability, and performance optimization.
- Demonstrated success in coaching and developing high-performing teams.
- Strong communication, leadership, analytical, and relationship management skills.
- Experience managing a 24/7 operation in a fast-paced, customer-focused environment.
- Bilingualism (English and French)

WHY WORK WITH US?

- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees. Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.

📌 Director, Contact Centre & Group Operations (Montreal)
🏢 Vacances Air Canada Vacations /Air Canada Rouge
📍 Montreal