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At Air Canada, we are committed to delivering outstanding products and customer experiences as we continue to strengthen our position as a global champion. As part of this commitment, we are seeking a highly motivated professional to steward and advance our loyalty portfolio, ensuring alignment with our strategic objectives and customer centric vision.
Air Canada is seeking an experienced and dynamic leader to oversee the Loyalty Systems - iLoyal, a team that plays a critical role in enabling key commercial and operational initiatives across the organization. This individual will be accountable for all aspects of managing the loyalty systems team, including developing and maintaining the delivery roadmap, overseeing backlog and risk management, defining resourcing strategies, driving continuous process improvements, and leading all communications related to iLoyal deliverables. This role requires strong business acumen, exceptional vendor management capabilities, and proven leadership experience in managing both direct and virtual teams.
This position will be reporting to “Manager, Product Management - PSS-SC and Loyalty Systems”, responsible for Altea PSS Solution Centre, Loyalty Systems and Microsites (CxLoyalty, Points.com and Reward Ops).
Responsibilities:
- Collaborate with cross-functional teams, including Loyalty, Air Canada Business Partners, IT teams, and other key stakeholders to plan, design, and deploy platform components aligned with strategic business objectives.
- Lead and manage a diverse delivery team consisting of internal staff and external vendors to ensure timely, on-budget execution of projects, initiatives, and complex system changes, while maintaining a strong focus on risk management and end user experience.
- Own and drive the development of the iLoyal product roadmap, ensuring alignment with business priorities and long-term strategic goals.
- Oversee all iLoyal deliverables, including tracking and managing dependencies across teams and systems.
- Lead sprint planning activities, ensuring clear prioritization and successful delivery of committed story points in each sprint.
- Monitor and optimize vendor performance, ensuring effective utilization of partner teams supporting iLoyal initiatives.
- Identify, analyze, and resolve prioritization or resource contention issues to maintain delivery flow and minimize risks.
- Develop resourcing strategies, including planning and managing capacity ramp-up across internal and external teams.
- Drive continuous improvement by developing and implementing operational process enhancements that increase efficiency and reduce development costs.
- Ensure compliance with internal IT standards, including operational excellence, quality guidelines, and security requirements.
Qualifications
- 5+ years of IT technology experience, 2+ managing teams in a large, complex organizations
- 5+ years experience in the use of Altea products and applications and Jira/Confluence products
- Strong skills and proven experience in key aspects of software development, including planning, testing and implementation.
- Good understanding of the agile software development processes with distributed development teams.
- Certification and strong experience in Project Management or as Scrum Master an asset.
- Strong hands-on experience in both Agile and Waterfall methodologies a significant benefit.
- Exceptional analytical, organizational and communication skills
- Self-motivated and autonomous worker, capable of motivating others
- Possesses an investigative nature
- Results oriented with a proactive and methodical approach to problem solving
- Able to multi-task and work under pressure against tight deadlines and changing priorities
- A team player with ability to work closely and cooperatively with diverse groups and working styles
- Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy
- Ability to establish and maintain effective business relationships
- Flexibility and willingness to work extended hours when required
- Willingness to delegate responsibility and to work with others and coach them to develop their capabilities
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
