WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!
If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
Don’t miss this opportunity! Submit your application by August 17, 2026 to be considered for this exciting opportunity.
JOB TITLE : Supervisor, Business Process
POSITION STATUS : Temporary
DEPARTMENT : Business Process
LOCATION : Montreal
WHAT YOU'LL BE DOING
Responsible for leading the Business Process team and for implementing Customer-focused processes, programs and policies which are supported by Operations.
- Help in the development of the strategic direction of the Operations department by ensuring the vision and objectives are understood and communicated effectively.
- Take a leadership role in modernizing Operations by benchmarking best practices, developing business cases, and supporting the implementation of new processes and technology.
- Participate in new product development projects to ensure that Operations delivery remains a priority during design/development phases.
- Work with the Business Process Analysts to research and develop business requirements.
- Develop and prepare required business cases and change requests.
- Supervise and mentor the Business Process Analysts, which includes providing guidance and assistance, performance evaluations, hiring, development, coaching, and disciplining.
- Liaise with different departments to ensure that new initiatives are aligned with the Operations strategy and rolled out successfully.
- Liaise with the Training, IT and Communication teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise with the Training, IT and Communication teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise regularly with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations department.
- Collaborate with IT during system deployments, to ensure new features are approved and up to users’ standards.
- Act as the center point of contact for other departments for policies and procedure clarifications and changes
- Identify and lead continuous improvement initiatives related to current processes to enhance efficiency for Operations.
- Deliver processes and policies for new products and offerings, including maintaining and updating documents and procedures.
- Optimize revenue by focusing on enhancement of process changes that increase sales or reduce cost within the Operations department.
- Ensure assigned tasks and projects are completed on time and to standard.
- Track and monitor completion of IT tickets opened by the Business Process Analysts.
- Other tasks related to the successful implementation of processes, programs and policies for the Operations teams.
WHAT YOU BRING TO THE TEAM
- University or College diploma in Tourism and/or personnel management
- Minimum of 5 years of experience in a Call Center/Groups role or equivalent, with extensive knowledge of the travel industry
- Strong technical background in TTS and ARD with experience in evaluating systems/solutions and implementation thereof.
- Knowledge of Agent Hub, Groups Quoting Tool and/or Revelex is an asset
- Solid understanding of Air Canada Vacations’ processes and procedures as it relates to Operations
- Ability to resolve problems quickly in a dynamic environment
- Strong team player, customer centric with excellent communication and organizational skills
- Demonstrates excellent judgment, initiative and flexibility
- Ability to multitask effectively, work under pressure, assess priorities and manage strict deadlines
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; 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’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
Linguistic Requirements
When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.
