Lead the Experience.

Elevate the Journey.

At PAL Airlines , every interaction matters.

From the moment a customer arrives at the airport until they reach their destination, we are committed to delivering a safe, seamless, and memorable travel experience.

We're looking for an inspiring leader to join our team as a Director, Customer Service and help shape the future of customer service excellence across our Quebec operations.

This is a high-impact leadership role for someone who is passionate about people, operational excellence, and creating exceptional experiences for both customers and employees.

What You'll Be Responsible For: Customer Experience Leadership Develop and execute the vision, strategy, and roadmap for customer service excellence across the Quebec station teams in delivering a consistent, high-quality customer experience that reflects PAL Airlines' service standards and opportunities to enhance the passenger journey while balancing operational efficiency and business a customer-first culture focused on service, accountability, and continuous improvement.

Operational Excellence Provide leadership and oversight for airport customer service operations across all Quebec operational performance through clear goals, KPIs, and accountability with Flight Operations, Revenue Management, Reservations, and other departments to ensure seamless service regular operational and business reviews to identify trends, improve performance, and implement corrective actions as and maintain strong relationships with airport authorities, service providers, and operational stakeholders.

Safety & Compliance Champion PAL Airlines' commitment to safety and regulatory and promote the Safety Management System (SMS) across all customer service adherence to Transport Canada regulations, corporate policies, and operational station audits, inspections, and corrective action plans.

People Leadership Lead, coach, and develop a high-performing team of customer service and station workforce planning, recruitment,



succession planning, and leadership development performance goals, support career development, and foster employee an inclusive, collaborative culture where teams feel empowered to deliver outstanding results.

What You'll Bring: Proven senior leadership experience in customer service, airport operations, aviation, transportation, hospitality, or a related industry.

Demonstrated success leading multi-site teams and driving service excellence.

Strong business acumen with experience managing operational performance, budgets, and resources.

Exceptional communication, relationship-building, and leadership skills.

Ability to inspire teams, influence stakeholders, and lead through change. A passion for delivering exceptional customer experiences.

Language Requirements Bilingualism (French and English) is required.

Due to the nature of this role, the successful candidate will regularly communicate, both verbally and in writing, with employees, customers, airport authorities, regulators, and stakeholders throughout Québec and across Canada.

Why work for PAL Airlines? PAL Airlines values its employees and offers a competitive advantages package.

The Perks of being one of our PALs: Personal travel privileges with PAL and interline agreements with multiple airlines Industry discounts Comprehensive health advantages including medical, dental, vision, and life insurance Pension Plan with Employer Matching Employee Stock Purchase Plan Employee Tuition Assistance Program Employee and Family Assistance Programs Ready for Takeoff? If you're a strategic leader who thrives on delivering exceptional customer experiences, building high-performing teams, and driving operational excellence, we'd love to hear from you. PAL Airlines is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported, and respected.

Candidates of all backgrounds are encouraged to apply.

Only those candidates selected for an interview will be contacted.

Thank you. #PALAirlines

📌 Director, Customer Service (Montreal)
🏢 PAL Aerospace
📍 Montreal