Customer Support Process & Transformation Portfolio Analyst - Temporary

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The Customer Support Process & Transformation Portfolio Analyst plays a central role in supporting CSPM’s endtoend delivery of initiatives impacting Contact Centres & Customer Recovery. This role ensures that all CSPM-led initiatives follow a structured lifecycle, adhere to governance standards, and meet operational readiness requirements before rollout and they own the global performance tracking for all CSPM initiatives, ensuring KPIs, assumptions, and metrics are consistently defined, measured, and validated across the portfolio.

This Analyst role also provides executive-level orchestration to CSPM leadership by maintaining a unified initiative roadmap, proactively escalating risks and dependencies, gatekeeping new intake, and ensuring the Director has clear visibility into priorities, issues, and cross-functional impacts.

As CSPM’s governance anchor, this role oversees intake, prioritization, artifacts, templates, documentation, sequencing, readiness tracking, and cross-functional alignment. This enables leadership to make informed decisions and allows CSPM Managers and Advisors to focus on strategy and process expertise while the PMO function provides structure, coordination, and quality control. Overall, this position combines project governance, operational alignment, and robust documentation management to ensure consistency, discipline, and clarity across all CSPM work.

Responsibilities:

• Drive end-to-end governance and standards for CSPM initiatives, ensuring scope, requirements, risks, and dependencies are clearly defined, approved, and consistently applied.
• Maintain a single master CSPM initiative portfolio, tracking status, timelines, dependencies, milestones, risks, deliverables, and cross-functional commitments with accuracy and structure.
• Develop and maintain the CSPM initiative roadmap, translating strategic priorities into a clear forward-looking sequence and ensuring alignment and visibility for the entire CSPM team.
• Ensure all initiatives have complete, accurate and approved governance artifacts including charters, Technical Reference Flows, business process flows, ACpedia updates, readiness checklists, scope definition and decision logs.
• Own the global performance tracking for the CSPM team’s initiatives by defining KPIs, setting baseline assumptions and expected outcomes, validating expected vs. actual results with Quality Optimization and CIRA, and overseeing Power BI reporting that highlights efficiency gains, call‑driver reductions, and customer‑experience metrics.
• Produce high-quality portfolio dashboards, executive summaries, decision briefs, business cases, readiness summaries, and leadership communications that translate portfolio data into actionable insights.
• Manage the intake and prioritization process for all CSPM initiatives, acting as the gatekeeper to ensure submissions are complete, aligned to criteria, and ready for leadership consideration.
• Provide the structural and governance backbone that enables CSPM Managers and Advisors to focus on strategic direction, SME content, requirements development and decision-making.
• Monitor risks, issues, and impacts across initiatives, ensuring proactive mitigation, clear communication, and timely escalation where needed.
• Maintain highly organized repositories, ensuring version control, traceability, and accessible documentation for all initiative stakeholders.
• Apply Lean, Six Sigma, Agile, and PMO best practices to strengthen governance, process structure, and continuous improvement across CSPM.
• Identify opportunities for simplification, automation, and process modernization that reduce operational friction and enhance agent and customer experience.
• Act as a governance anchor and operational integrator, ensuring CSPM standards, checkpoints, and quality expectations are consistently applied.

Qualifications

• Undergraduate degree in business, operations, aviation, engineering, digital/IT, or equivalent experience.
• Minimum 3+ years of experience in project coordination, PMO, operational excellence, transformation, or process improvement.
• Experience supporting or coordinating cross-functional initiatives.
• Familiarity with Lean, Six Sigma, Agile, or other structured methodologies.
• Experience in Contact Centres, Customer Recovery, Airports, or other operational environments (asset).
• Strong understanding of operational readiness, process documentation, workflow design, and execution.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Skills & Competencies

• Strong project coordination, planning, and organizational skills.
• Effective stakeholder management and relationship-building capabilities.
• Ability to influence without authority and collaborate across diverse teams.
• Excellent written and verbal communication skills, including preparation of executive-level materials.
• Strong analytical and problem-solving abilities; able to interpret operational data and readiness indicators.
• High attention to detail with strong documentation accuracy and follow-through.
• Skilled at organizing and synthesizing information in fast-paced or ambiguous environments.
• Technical literacy across workflow tools, operational systems, and digital knowledge platforms.

Other Requirements

• Occasional travel may be required.
• Familiarity with ACpedia, IVR systems, Harmony, Confluence, or related operational platforms is an asset.
• Understanding of operational technology, system interactions, or workflow automation considered an advantage.

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.