Posted 11 days ago
Director, Customer Service
@ Hospitality Newfoundland and Labrador
St. John's, Newfoundland and Labrador
SIGNALS
Overview
PAL Airlines is hiring a Director, Customer Service to lead airport customer service operations across its Quebec network. The role covers customer experience strategy, station team leadership, safety and regulatory compliance, and people development. Bilingual French and English is required, with regular verbal and written communication with employees, customers, airport authorities and regulators. Benefits include travel privileges, a pension plan with employer matching, and health coverage.
Responsibilities:
- Lead customer service strategy across Quebec network
- Oversee airport customer service operations and KPIs
- Champion safety and regulatory compliance
- Lead, coach and develop station leaders
- Build relationships with airport authorities and partners
Requirements summary:
- Senior leadership in customer service or aviation
- Experience leading multi-site teams
- Business acumen with budgets and resources
- Strong communication and influence skills
- Bilingual French and English required
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- 2026-11-03
- First seen by our source
- 2026-11-14
- Source record updated
- 2026-11-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Director |
| Department | Customer service |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: minimal · ground: moderate |
| Work setting | Office, Client sites |
| Position | Sitting and standing |
| Physical demands | physical low · computer moderate |
| Languages | French, English |
| Perks mentioned | Retirement plan, Tuition support, Stock or equity, Employee discount |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Hospitality Newfoundland and Labrador
| Field | Value |
|---|---|
| Open jobs on Jobsy | 5 |
Job description
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
PAL Airlines values its employees and offers a competitive benefits package.
The Perks Of Being One Of Our PALs
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
Competition Number: 3218
Company Website: http://www.palairlines.ca/
#Aviation jobs
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 network.
- Lead station teams in delivering a consistent, high-quality customer experience that reflects PAL Airlines' service standards and values.
- Identify opportunities to enhance the passenger journey while balancing operational efficiency and business objectives.
- Foster 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 locations.
- Drive operational performance through clear goals, KPIs, and accountability measures.
- Collaborate with Flight Operations, Revenue Management, Reservations, and other departments to ensure seamless service delivery.
- Conduct regular operational and business reviews to identify trends, improve performance, and implement corrective actions as needed.
- Build and maintain strong relationships with airport authorities, service providers, and operational stakeholders.
- Safety & Compliance
- Champion PAL Airlines' commitment to safety and regulatory compliance.
- Support and promote the Safety Management System (SMS) across all customer service operations.
- Ensure adherence to Transport Canada regulations, corporate policies, and operational procedures.
- Oversee station audits, inspections, and corrective action plans.
- People Leadership
- Lead, coach, and develop a high-performing team of customer service and station leaders.
- Drive workforce planning, recruitment, succession planning, and leadership development initiatives.
- Establish performance goals, support career development, and foster employee engagement.
- Create an inclusive, collaborative culture where teams feel empowered to deliver outstanding results.
- 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.
- 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.
PAL Airlines values its employees and offers a competitive benefits package.
The Perks Of Being One Of Our PALs
- Personal travel privileges with PAL and interline agreements with multiple airlines
- Industry discounts
- Comprehensive health benefits 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
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
Competition Number: 3218
Company Website: http://www.palairlines.ca/
#Aviation jobs
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