Calgary or Toronto based
The Director, Cabin Comfort, reports to the Vice President, Guest Experience and works closely with Inflight, Catering, Fleet, and our IT & Digital teams to ensure every inflight product and service decision is designed with the guest at heart.
At [Company], we believe the onboard experience is more than transportation—it’s a defining part of our promise to care for every guest. The Director, Cabin Comfort shapes how our guests feel, connect, and remember their time with us, turning each journey into an experience that reflects [Company]’s values and hospitality.
Key deliverables and responsibilities include:
Accountable for the strategy, design, and continuous improvement of all cabin elements that drive guest comfort, ensuring a consistent inflight experience across all aircraft.
Own the strategic development of [Company]’s Buy on Board menu, including product mix, cabin segmentation, and pricing aligned with brand and revenue goals.
Leverage guest insights and industry trends to design a BOB offering that enhances the onboard experience and complements the overall cabin comfort strategy.
Partner with Inflight Catering Execution and Inflight Operations to ensure seamless delivery and alignment with crew and onboard service standards.
Drive the end-to-end guest comfort strategy across cabin classes, with strong cross-functional alignment with Inflight Aircraft Appearance team for operational delivery.
Collaborate with Fleet, Tech Ops, and Commercial teams across aircraft retrofits and new deliveries, ensuring the guest comfort strategy is embedded into concept through to entry into service.
Accountable for cabin design and interior appearance in partnership with fleet & tech ops.
Leads the guest IFEC strategy ensuring offerings align with evolving guest expectations and enhance the overall cabin comfort experience.
Leads tactical performance marketing efforts to drive short- and medium-term revenue performance.
Define and monitor performance metrics (e.g. NPS, inventory turns, availability rates, cost-efficiency), and ensure continuous improvement.
Build collaborative relationships across multiple departments.
Develop and sustain a high-performing team, with clear roles, accountabilities, and growth opportunities.
Foster a culture of safety, trust, continuous improvement, and operational excellence.
Coach, mentor, and develop people leaders to deliver results and support their teams.
Experience and qualifications:
Bachelor’s degree in Business, Hospitality or related discipline required.
Minimum 10 years of progressive leadership and product management experience.
Strong strategic and operational thinking; ability to balance long-term planning with near-term execution.
Demonstrated leadership experience in managing change, process improvement, and cross-functional influence.
Skilled in building consensus across functions and communicating complex strategies clearly and effectively.
Strong background in data-driven marketing, segmentation, and customer journey mapping.
Familiarity with aviation regulatory environment is an asset.
Experience with Lean principles and process improvement tools is an asset.
Proven leadership skills, with a focus on talent development, team building, and collaboration.
Experience in managing multiple priorities in a fast-paced, evolving environment.
Exceptional analytical, organizational, and decision-making abilities.
High level of personal and professional integrity, with a commitment to delivering quality results.
Compensation
A competitive compensation package will be negotiated based on experience and qualifications with a base salary in excess of $150,000.This position is eligible for a performance bonus as per [Company]’s compensation policy and the Total Rewards program that includes the following: [Company] Saving Plan (WSP),extended health, emergency travel medical, dental, vision, short-term disability (STD), long-term disability (LTD), life insurance, accidental death and dismemberment (AD&D) & travel benefits. Please note the position is based at [Company] headquarters in Calgary or Toronto. This position is eligible for relocation assistance.
[Company] Talent Acquisition
Ms. Laurie Cato
[Company] Head Office 22 Aerial Place NE, Calgary, Alberta T2E 3J1
Email: laurie.cato@[Company].com
Phone: 587.227.5982