Job Code 24-56

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. Passenger Experience is an integral part to of YVR’s mission of delivering a memorable travel journey for our guests. The Passenger Experience team drives effortless travel for our guests, while also providing an experience that is reflective of YVR, the partnership with Musqueam and commitment to service excellence.

Position overview 

The Vancouver Airport Authority has an opening for a permanent, full-time Senior Business Lead (Official Languages) in the Passenger Experience Department, reporting to the Manager, Passenger Programs. As a diverse global hub, we’re focused on delivering a positive and welcoming experience for all of our guests. This includes representing our Canadian culture, reflecting a true sense of place throughout our airport and ensuring a positive experience for everyone throughout the travel journey.  We are committed to supporting linguistic duality and protecting the language rights of Canadians – carrying out this work is our privilege.  Linguistic duality, respect for diversity, accessibility and inclusion – are critical to YVR and part of our ongoing commitment to ensuring that at YVR everyone belongs.

Key responsibilities include:  

  • Act as an Official Languages ambassador for our Official Languages program @ YVR, working with internal teams, regulatory agencies and airport partners.  This includes responsibility for ensuring governance, leadership, strategic direction, service delivery, inclusion, and compliance in meeting our regulatory obligations.
  • Collaborate with various airport departments, government agencies, community partners and stakeholders to enhance language access and linguistic duality for passengers and members of the public.  This includes liaising with language service providers, interpreters, and translators to facilitate language support as needed to meet and exceed compliance.
  • Develop, update, and implement Official Languages policies, guidelines, plans, and procedures tailored to the airport environment which includes provision of guidance and training to airport staff and partners on official languages policies, services, obligations, and best practices.
  • Develops budget and financial requirements to support Official Languages.
  • Prepare regular reports on accessibility and official languages compliance and present findings to senior leadership, various departments, partners, and stakeholders as well as provide advice to senior management on innovative and cost-effective ways to manage our Official Languages and Inclusion programs.
  • Conduct ongoing evaluations of relevant policies, programs and services making recommended improvements and changes to improve any service or program gaps.

Key qualifications include:

  • Completion of a Bachelor’s Degree in Business, Communication or a relevant field with a minimum of 3- 5 years’ experience in the field of customer service, communications, public relations and/or marketing.
  • Bilingual in French and English (fluent and highly articulate in both verbal and written) with excellent communication and interpersonal skills to collaborate effectively with diverse stakeholders as well as to understand their needs and create solutions to these needs.
  • Experience in project management and services compliance (preferably in an airport or transportation setting) including assessment and development of policies, programs, and processes.
  • High proficiency with Microsoft Office Suite (word, excel, PowerPoint) along with excellent presentation, organization, attention to detail and accuracy skills.
  • Analytical mindset and proficiency in data analysis tools and techniques with expertise in auditing services, including developing audits, analyzing results, and creating improvement plans.
  • Strong leadership skills, conflict resolution, analyzing trends and solid decision making as well as the ability to diplomatically lead meetings and review workshops with the public and stakeholders with differing opinions.

This position is open to both 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 : $80,932 to $105,773 per annum, based on 37.5 hours per week. This is individually tailored to reflect your unique experience, qualifications, and internal equity.

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