Belonging to Air Canada is to belong to a Canadian icon, Air Canada recently voted best airline in North America. Take your career off by joining our innovative and diverse team at the forefront of passenger air transport.The Product Manager – Customer Service Knowledge and Platforms – Customer Service Transformation must support the evolution and performance of customer and employee capabilities implemented as part of the Customer Service Transformation program. The incumbent will play a key role in establishing links between customer experience knowledge, platform performance, and operational feedback to make concrete improvements to products. Working in close collaboration with Product, Technology, Operations, Service Center, Digital Solutions teams as well as commercial stakeholders, this person will help ensure that the capabilities implemented as part of the Customer Service Transformation program continue to improve after launch and that future developments are based on tangible evidence, measurable results, and impacts on the customer base.This position reports to the Senior Manager – Digital Products – Customer Service.Key functions and responsibilitiesMonitor and analyze the customer experience regarding digital channels, disruption eligibility, routing,



and platform performance trends as part of the Customer Service Transformation.Collect, evaluate, and document customer issues raised by frontline teams, employee feedback, recurring pain points, and observations related to platforms to understand their impact on customers and operations.Facilitate product incident triage by clarifying the problem, validating its scope and severity, coordinating with relevant technical and operational teams, and tracking measures taken until incident resolution or prioritization of work in progress.Identify gaps in customer journeys, chatbot behavior, eligibility logic, product capabilities, data, reports, incident trends, and support processes, and translate them into work backlogs or improvement opportunities.Assess the customer experience from start to finish to determine moments when customers succeed in their journey and those where they abandon or elevate the issue, and aspects requiring improvement of digital capabilities.Ensure transparent and timely communication on product knowledge, customer impacts, incident types, trends, risks, and recommended measures.Develop and present reports and analyses focusing on chatbot effectiveness, eligibility results, customer management,

📌 Product Manager – Customer Service Knowledge And Platforms – Customer Service Transformation (Dorval)
🏢 Air Canada
📍 Dorval