Role and Responsibilities

Join CAE in building the first of its kind exciting air traffic services division. Under a first-of-its-kind partnership in Canada, CAE will deliver initial training for Flight Service Specialists and Air Traffic Controllers using NAV CANADA’s training curriculum and courseware. The first classes will begin in the fall of 2024 at a new purpose-built Air Traffic Services Training Center on CAE’s campus in Montreal. We are building up a customer-centric and innovative team to deliver accelerated training to over 150 students per year, while ensure quality and transparency to our anchor customer, NAV CANADA.

This agreement  leverages  the  expertise  of two Canadian industry leaders to innovate and address future air traffic management requirements. As the world’s largest aviation training provider, CAE is uniquely positioned to work hand in hand with NAV CANADA, the second-largest Air Navigation Service Provider (ANSP) worldwide, to develop a highly proficient workforce and ensure the safety and efficiency of the air traffic system. The partnership will provide  additional  training  capacity  as NAV CANADA continues to fully deliver existing training programs from its training units across the country.

In this role, the  Customer Success Manager  - Air Traffic Services will  be responsible for   scheduling training events, improving the student experience, and working directly with the customer to coordinate and report out on the overall program . .  

Responsibilities will include, but are not limited to: 

• Long term training forecasting as well as day to day scheduling of students, instructors, and resources.

• Tracking and reporting on operational, financial, and customer KPIs.

• Acting as the primary contact for the customer, managing daily sales requests and change orders.

• Acting as the primary contact for the students : including issuing student surveys, communicating schedule changes , and responding to non-training questions

• Be the client advocate within CAE and conduct or facilitate meetings within the organization to better describe, explain client expectations or needs.

• Ensure that client issues are dealt with in an efficient manner, keeping both internal and external stakeholders informed around incidents, and supporting troubleshooting efforts as required .

• C oordinating a seamless customer journey, including issuing welcome packages, regist ering students , and supporting arrival/ check-in of students on th eir first day of class

• Identifying and leading improvement activities to enhance the customer journey 

• Facilitate or construct new processes to support client needs

• Proactively advising the Training Managers and Center Leader of operational challenges and suggesting solutions  

  Qualifications :

• A minimum of 3  years experience  in project management , operations, or coordinator-type roles

• A minimum o f 3 years e xperience interfacing directly with clients and with key stakeholders at major customer accounts

• Excellent interpersonal and communication skills. 

• Ability to  maintain  strong customer orientation under adverse circumstances.

• Strong focus on quality with a continuous drive towards process improvement & customer satisfaction. 

• Readily accept changes and adjust accordingly. 

• Strong analytical skills and problem-solving ability

• Showcase a high level of independent initiative and can work well in a team environment

• Demonstrate intellectual curiosity – expand knowledge base

• Plan and carry out responsibilities with minimal direction

• Self-Motivated and goal oriented

• Excellent written and verbal communication skills

  An ideal candidate has: 

• Experience using STARS, Gem i ni, PowerBI , Salesforce , Centrik , SAP  

• Experience as a scheduler or training coordinator in a CAE training facility

    CAE offers:

• an environment where your initiatives will be recognized and valued

• the opportunity to work on a variety of projects on a multidisciplinary team

• the possibility to work from home occasionally

• flexible schedules

• attractive employee benefits

    

  Check out the press release link to the partnership between NAV Canada and CAE  :

  https://www.cae.com/news-events/press-releases/nav-canada-and-cae-form-partnership-to-train-air-traffic-controllers-and-flight-service-specialists  

  Follow us on Twitter: @CAE_Inc 

  Facebook:  www.facebook.com/cae.inc  

  LinkedIn:  www.linkedin.com/company/cae  

  Hashtags: #CAE; #CAEpilot 

  Read  our   FY23 Global Annual Activity and Sustainability Report  

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Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries. CAE represents 75 years of industry firsts—the highest-fidelity flight and mission simulators, surgical manikins, and personalized training programs powered by artificial intelligence. We’re investing our time and resources into building the next generation of cutting-edge, digitally immersive training and critical operations solutions while keeping positive environmental, social and governance (ESG) impact at the core of our mission. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.