Supervisor, Operational Processes (12-month Temporary Position)

WHO ARE WE?

Air Canada Vacations is on a mission to make dreams travel. That's why we offer vacation packages, tours, cruises, and more, tailored to the individual needs of each person. We like to say that we have vacations for every traveler, because that's the case!

If you are a person passionate about exploring the world and would like to share this enthusiasm with our customers, we would be delighted to welcome you to our team.

For over 50 years, Air Canada Vacations has facilitated travel, so join us to help Canadians create unforgettable memories, no matter their destination.

Don't miss this great opportunity! Submit your application by August 12, 2026, to be considered for this exciting opportunity.

JOB TITLE: Supervisor, Operational Processes JOB STATUS: Temporary DEPARTMENT: Operational Processes WORK LOCATION: Montreal

Responsible for leading the Operational Processes team and implementing processes, programs, and policies focused on the customer and supported by Operations.

WHAT YOU WILL DO

• Contribute to the strategic direction of the Operations department, ensuring that the vision and objectives are understood and communicated effectively.
• Assume a leadership role in restructuring Operations by evaluating best practices, developing profitability analyses, and supporting the implementation of new processes and technologies.
• Participate in new product development projects to ensure that Operations remain a priority during the design and development phases.
• Work with Operational Processes Analysts to identify and develop operational needs.
• Develop and prepare profitability analyses and change requests.
• Supervise and mentor Operational Processes Analysts, including providing guidance and support, performance evaluations, hiring, development, training, and disciplinary measures.
• Collaborate with various services to ensure that new initiatives are aligned with the Operations strategy and implemented successfully.
• Collaborate with Training, Information Technology, and Communications teams to ensure that new initiatives are aligned with the company strategy and deployed successfully.
• Collaborate with Marketing and Revenue Management teams regarding new products and offers to ensure their successful deployment to Operations teams.
• Work with IT during system deployments to ensure that new features are approved and meet user standards.
• Serve as the central point of contact for other departments regarding policy and procedure explanations and modifications.
• Identify and lead continuous improvement initiatives related to current processes to enhance the efficiency of Operations.
• Establish processes and policies for new products and offers, including maintaining and updating documents and procedures.
• Optimize revenue by focusing on process changes that increase sales or reduce costs within the Operations department.
• Ensure that assigned tasks and projects are completed on time and according to standards.
• Monitor and ensure the completion of IT tickets opened by Operational Processes Analysts.
• Perform any other tasks related to the successful implementation of processes, programs, and policies for Operations teams.

WHAT YOU BRING TO THE TEAM

• University or college degree in tourism or personnel management
• Minimum five (5) years of experience in a call center/group role or equivalent, with in-depth knowledge of the tourism industry
• Strong technical knowledge of TTS and ARD systems, with experience in evaluating and implementing systems/solutions
• Knowledge of Agent Hub software, group submission tool, or Revelex is an asset
• Good understanding of Vacances Air Canada's processes and procedures regarding operations
• Ability to quickly resolve problems in a dynamic environment
• Strong team spirit, customer-focused, with excellent communication and organizational skills
• Good sense of judgment, initiative, and flexibility
• Ability to perform multiple tasks simultaneously, work under pressure, evaluate priorities, and meet strict deadlines
• Proficiency in computer tools (Word, Excel, PowerPoint, and Outlook)
• Fluent in both French and English

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You will be eligible for travel privileges for yourself and others as soon as you have completed 6 months of service.
• Hybrid work model: Corporate mandate of four (4) office days (Tuesday, Wednesday, Thursday, and the 4th day of your choice) and one day at home.
• We value your well-being and offer a wide range of benefits, including health and dental care, for you and your family.
• We provide training and development tools to help you realize your full potential.

Please note that these benefits apply to full-time permanent staff.

Visit our Careers page for a complete list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a diverse, equitable, and inclusive workplace, which is at the core of our fundamental values. We celebrate the unique character of each individual, listen to each voice, and instill in our employees a sense of belonging that allows each team member to shine in their authenticity.

We encourage candidates from all backgrounds to apply, as we strive to create a diverse team that reflects the diversity of the customers and communities we serve as an equal opportunity employer. If you require an accommodation, please let us know, and we will work with you to meet your accessibility needs. For any accessibility assistance, for information in alternative accessible formats, or to report any accessibility issues, please include it in your application.

Language Requirements

With equal qualifications, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues outside of Quebec.