Jobs at Air Canada

Leads the enterprise data platform and governance function, overseeing ingestion, transformation, cloud infrastructure, reliability, security, compliance, data quality, lineage, retention, and platform strategy. Manages data specialists, vendors, service levels, and business stakeholder relationships while promoting data adoption and enabling analytics use cases. Requires extensive data platform experience, leadership background, Azure knowledge, governance and privacy expertise, architectural experience, and bilingual French-English communication.

Leads day-to-day operations of the marketing technology and CDP ecosystem. Builds and optimizes cross-channel customer journeys, manages platform configuration and governance, monitors platform health, maintains documentation, supports data hygiene, and identifies automation opportunities. Translates business needs into technical requirements, trains internal users, and collaborates with Marketing, Data, Operations, IT, and vendors while supporting privacy and data governance.

Supports public relations strategy, media relations, outreach, communications, crisis communications, events, partnerships, and sustainability initiatives. The role develops presentations, news releases, pitches, and partnership materials while maintaining media and influencer relationships. It also coordinates travel awards, supports internal communications, monitors industry trends, and contributes to CSR reporting. Strong bilingual English and French communication skills, writing ability, earned-media experience, and proficiency with office and collaboration tools are required.

Provides technical and integration oversight for Microsoft Dynamics 365 CRM and Bloomreach CDP implementation. Defines data models, identity resolution, ingestion patterns, interfaces, security, compliance, testing, migration validation, and production readiness. Partners with architects, vendors, and system integrators to validate designs, mitigate delivery risks, document solutions, and enable post-launch operations.

Owns forecasting, optimization, and revenue management science activities, including model and system quality, parameter calibration, large-scale data analysis, market trend analysis, and innovation projects. The role develops insights and business decisions from data, tests new revenue optimization tools, monitors implemented actions, and collaborates with internal teams and external partners. Strong mathematical, statistical, programming, analytical, and communication skills are required.

Develop and maintain ETL/ELT data pipelines within a cloud-based data lakehouse architecture. Responsibilities include data transformation, software lifecycle participation, testing, documentation, third-level support, proof-of-concept development, operational reporting, and semantic-layer support. The role requires advanced SQL and Python/PySpark, experience with Spark, Delta Lake, Parquet, multiple databases, privacy-regulated data, and multi-cloud environments.

Owns the unified customer profile and business-ready data model within the CDP/CRM ecosystem. Responsibilities include managing schemas, event structures, data quality, identity resolution, ingestion, normalization, web tagging, segment governance, and scoring algorithms. The role partners with analytics, marketing technology, CRM, and architecture teams to ensure customer data is accurately mapped, activation-ready, compliant, and available across marketing and analytics platforms.

Creates and proofreads English marketing, promotional, UX, editorial, and SEO content across campaigns, websites, newsletters, print materials, and blogs. Develops campaign concepts, maintains brand voice, collaborates with Marketing, Ecommerce, Design, and other stakeholders, and ensures copy meets advertising compliance and Canadian Press Style Guide standards. The role also reviews third-party materials, monitors marketing trends, and manages copywriting projects and deadlines.

Manages complex and sensitive post-travel complaints, claims, regulatory matters, and litigation-related files. Investigates issues, negotiates customer settlements and supplier recoveries, coordinates with internal teams and external partners, and provides subject-matter guidance. Develops customer relations policies, procedures, templates, and training materials; analyzes complaint trends; recommends corrective actions; and ensures accurate documentation, compliance, and customer-focused resolutions.

Lead the functional design and implementation of Microsoft Dynamics 365 CRM and Bloomreach CDP. Elicit and document business requirements, configure CRM processes, define CDP segmentation and identity-resolution use cases, and coordinate with stakeholders and system integrators. Manage user stories, acceptance criteria, UAT, defect triage, go-live readiness, knowledge transfer, and post-implementation support across customer service, sales, marketing, and customer lifecycle functions.

Oversee the accuracy, maintenance, integration, and optimization of hotel supplier data across product platforms. Serve as the senior subject-matter expert and final quality-control point, troubleshoot discrepancies, coordinate resolutions, validate content with suppliers, support testing of new products and integrations, and report on data quality and processing performance.

Leads workforce planning and analytics for call centre operations, overseeing forecasting, capacity planning, scheduling, real-time staffing, reporting, dashboards, and KPI management. Analyzes workforce data to identify staffing gaps, risks, and optimization opportunities; provides recommendations to leaders; coaches the Workforce Management team; collaborates with operations, HR, payroll, benefits, and training; and resolves complex scheduling and real-time operational issues.

Establishes cybersecurity governance for major transformation programs, develops an enterprise framework aligned with NIST or ISO standards, modernizes policies, manages asset and data classification, and oversees cybersecurity risk, compliance, and exception processes. The role also creates AI governance standards, approval processes, monitoring controls, and audit mechanisms while integrating secure-by-design practices into projects and business processes.