Customer experience leadership defines this Director role at PAL Airlines across Quebec operations. Shape service excellence while balancing safety, efficiency, and memorable passenger journeys.

As Director, Customer Service, you will lead airport customer service operations across the Quebec network. The role combines strategy, station leadership, operational performance, and employee development. You will also support regulatory compliance and Safety Management System adoption.

Key Responsibilities:

- Develop the customer service excellence vision, strategy, and roadmap
- Lead station teams across Quebec locations
- Drive performance through goals, KPIs, and accountability
- Coordinate seamless delivery with operational departments
- Oversee audits, inspections,



and corrective action plans

Requirements:

- Senior leadership experience in customer service or related industries
- Success leading multi-site teams and service excellence
- Experience managing performance, budgets, and resources
- Exceptional communication and relationship-building skills
- Bilingual French and English communication proficiency required

Lead PAL Airlines customer service operations through strategic vision, operational excellence, bilingual communication, and people leadership across Quebec.

📌 Director Customer Experience Quebec (St. John's)
🏢 PAL Airlines
📍 St. John's