We’re looking for motivated, engaged people to help make everyone’s journeys better.Main Duties and ResponsibilitiesAs a key performance integrator between the airline and internal functions, this hybrid commercial and operations role translates data outcomes, analysis, and insights into customer specific action plans to drive operational performance recovery, service delivery, and monitoring for continuous improvement across the network.Integrating airline demand signals, operational execution metrics, quality, employee safety, and food safety outcomes, financial drivers, and customer feedback to reliably measure and report service delivery, continuous improvement, customer satisfaction, and margin protection.Monitors all performance factors to identify and monitor early indicators of deteriorating performance in very early stages, develop and drive effective recovery plans,



and prevent issues from escalating to a level impacting KPI’s and other performance factors that could lead to sanctions or breach letters with financial impact to the unit.Collaborates with station leadership, Master Production Scheduler (MPS) and Manager on Duty (MOD), if at station, and other Customer Service staff to ensure action plans do not conflict with those of other airline customers. Resolves conflicts as they are identified.Collaborates and coordinates with Supply Chain teams to ensure demand data aligns with labor, materials, and production planning to reduce waste, surprises, and service failures.Leads difficult performance discussions internally with station and operations leadership and senior airline executives, as indicated by the situation, challenging internal operations and representing gategroup effectively.Works closely with hub/regional leadership, station GMs,

📌 Director Customer Engagement (Mississauga)
🏢 Gategroup Holding
📍 Mississauga