Manager Customer Experience and Compliance

Airport/Ground/Passenger ServiceSunwing Airlines Inc. Toronto, ON



Sunwing Airlines Inc.


The Manager Customer Experience and Compliance will be responsible to ensure regulatory requirements are met and lead programs. The role will report to the Vice-President, Commercial Operations and will be located in Toronto, Ontario.  


  • Manage Sunwing Tariff
  • Ensure compliance with all passenger welfare regulatory requirements on behalf of the Airline (CTA / US DOT)
  • Create and maintain Passenger Service Standards Manual
  • Manage company CRO program for accessibility  
  • Ensure timely government and regulatory reporting as required
  • Represent Sunwing on various regulatory working groups
  • Represent Sunwing on Regulatory inspections
  • Establish best practices for airport customers service management and provide training group with content to be delivered internally and externally  
  • Liaise with various internal departments (including updating external communication tools) for passenger welfare regulatory compliance
  • Work with Commercial Operations QA to audit compliance
  • Other duties as assigned


  • University Degree (or equivalent combination of education and experience)
  • Extensive customer service leadership experience gained in a Transportation Industry (preferably airline)
  • Significant experience dealing with government and or regulatory compliance
  • Experience as a SME in building process, procedures and manuals
  • Highly effective communications skills
  • Ability to mobilize people and effect change
  • Strong Negotiator
  • Ability to distill complex regulation into manageable operational outputs
  • Strong computer/software skills data bases, PowerPoint, project planning tools          
  • Self motivated and assertive
  • Passionate about high standard service delivery
  • Highly Organized     


  • Hours of work will be from Monday to Friday, 9am to 5pm
  • The position will be based at our Headquarter in Toronto
  • Ability to travel for business

If you are interested in applying for this position please submit your application by May 30, 2019. We thank all who apply however only those who meet the qualifications will be contacted.

At Sunwing Airlines, our employees are the difference. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.