Manager, Guest Experience (Program Design and Improvement)

YVR is a place of connection, bringing together people, places, and cargo while ensuring a safe, efficient, and welcoming experience for all. The Passenger Experience team plays a key role in elevating every step of the airport journey to deliver delight, care, and commercial success. We focus on humanizing the travel experience by providing inclusive, people-first service for passengers of all abilities. Through our strong partnership with Musqueam and our commitment to service excellence, we create meaningful moments that not only enhance the journey but also support non-aeronautical revenue growth and reflect YVR’s unique identity as a world-class airport.

Position overview

Are you a strategic leader with a passion for enhancing guest experiences through data-driven insights? Do you excel in managing large-scale programs that drive operational efficiency and customer satisfaction? Are you skilled at setting service benchmarks, analyzing performance metrics, and optimizing initiatives to meet evolving guest expectations?

We have a permanent, full-time opportunity for a Manager, Guest Experience (Program Design and Improvement). Reporting to the Director, Guest Experience, the successful candidate is responsible for driving excellence in guest experience through the design and development of strategic initiatives and programs aimed at enhancing the overall guest experience at the airport.

Key responsibilities include:

• Develop, implement, and oversee guest experience programs aimed at improving customer satisfaction and operational efficiency, including the creation of service standards and a quality assurance program to measure performance.
• Develop and maintain clear documentation of programs while communicating and facilitating the implementation of new initiatives to ensure alignment and effectiveness.
• Manage multiple projects and contracts involving cross-functional teams with a direct impact on the guest experience, business partners, and operations.
• Analyze data related to guest programs and performance metrics to identify trends and areas for improvement, prepare and present reports to senior management with actionable insights and recommendations, and evaluate and adapt programs based on feedback and performance using data as a key driver.
• Work closely with Operations, Marketing, and other departments to align guest experience initiatives with broader organizational goals, ensuring effective communication and collaboration with internal and external stakeholders to enhance the overall airport and guest experience.
• Provide technical expertise, guidance, and support to direct reports in executing their roles while coaching them to support their professional development and leadership behaviors.

Key qualifications include:

• Post-secondary degree or diploma in Hospitality Management, Business Administration, or a related field, or an equivalent combination of education and related experience.
• Minimum of 5 years of experience in frontline operations within a customer/guest experience setting, and at least 3 years in a leadership role managing and leading teams.
• Strong business acumen with the ability to translate technical information into clear, actionable plans and programs, and interpret demand and capacity data to develop effective operational plans.
• Project management expertise in the development and implementation of new initiatives or programs, ensuring alignment with organizational goals.
• Proficiency in Microsoft Office Suite (intermediate level) for correspondence, presentations, and documentation.
• Analytical thinking and problem-solving skills to address routine and complex challenges, utilizing data analysis, customer feedback, and cross-departmental collaboration to drive decision-making and improve guest services.

This position is open to Vancouver Airport Authority employees and external applicants.

Previous job performance will be taken into consideration for all internal candidates that apply for this position. As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

Salary Range : $102,880 to $154,320 per annum, based on 37.5-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity. Performance-Based Incentive: Eligible for an annual bonus target at 15% of your annual salary.

At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at https://careers.yvr.ca/benefits.

YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at careers@yvr.ca.