In-Flight Service Cabin Experience Publication Manager

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The incumbent will be responsible for managing and maintaining the content of IFS service publications and will provide guidance to IFS Bases and cabin crew on matters relating to IFS service publications. Responsible for ensuring the accuracy of onboard announcements to meet regulatory requirements while maintaining brand consistency and tone.

Responsibilities:

• Manage the Onboard Announcement Manual – Pub 378, including revisions in partnership with Marketing, Cabin Operations Standards and all relevant stakeholders.
• Ensure all communication for IFS service publications are translated and approved by Linguistic Services. Proof-read and conduct quality assurance verifications.
• Manage Onboard Announcement Manual printing process.
• Oversee the full lifecycle of Publication 378, including planning, editing, stakeholder consultation, and finalization.
• Coordinate updates with Marketing, Cabin Operations Standards, Safety, Brand, and other key stakeholders to reflect service changes, regulatory updates, new routes, and fleet-specific needs.
• Ensure content clarity, accuracy, and alignment with corporate messaging, tone, and safety standards.
• Maintain version control and a formal change management process.
• Oversee the production and distribution of all printed onboard announcement materials.
• Liaise with internal print services and external vendors to ensure timely delivery, high quality, and language accuracy.
• Implement cost-saving initiatives, including:
  • • Reducing print volumes through usage-based forecasting and print-on-demand models.
    • Consolidating materials where possible to reduce page count and weight.
    • Aligning print schedules with content update cycles to avoid unnecessary reprints.
    • Transitioning to digital formats where operationally feasible (e.g., tablets, ePUB).
    • Reviewing material specifications (e.g., recycled/lighter paper stock) and shipping methods for greater efficiency.
    • Negotiating bulk pricing and logistics improvements with suppliers.
• Ensure the quality, development and improvement of IFS service publications and communication initiatives in partnership with Corporate Communications. 
• Create and issue Globe & Flight Messages for operational changes as required 
• Manage content revisions of bilingual and route language publications
• Coordinate content revisions in English and French and oversee the integration of translations into the final publications.
• Work closely with Language Services to ensure translations are accurate, culturally appropriate, and legally compliant.
• While not translating directly, ensure all updates are properly formatted and integrated within the publication.
• Manage route-specific language additions (e.g., Japanese, Spanish, German) where applicable, in collaboration with regional teams.
• Manage document uploads into ePUB, S4A, Orlando, Aeronet, and Globe (and other equivalent platforms).
• Oversee and coordinate the upload of finalized publications to platforms such as ePUB, S4A, Orlando, Aeronet, and Globe.
• Depending on the system, either perform uploads directly or manage delegated resources responsible for execution.
• Ensure version accuracy and platform consistency across all access points for crew and operations.
• Manage IFE seat messaging, crew guidelines, and pre-recorded announcements in collaboration with relevant stakeholders.
• Collaborate with IFE, Brand, and Product teams to manage and update seat-back messaging and customer-facing announcements.
• Oversee the content and accuracy of pre-recorded announcements (audio/video), including seasonal and promotional updates.
• Support the development and upkeep of IFE-related crew guidelines and tools (e.g., how and when to trigger certain messages).
• Manage & maintain relevant announcements into Air Table for OBX updates
• Manage the AirTable database used to track all onboard announcement content for OBX (Onboard Experience) updates.
• Tag and organize announcements by aircraft type, route, language, and version to support timely updates and audit readiness.
• Ensure alignment between database records and actual published content across print and digital channels.
• Analyze route language data such as customer profiles, point of sale & crew/customer feedback
• Collaborate with Crew Planning on a monthly basis to determine route language assignments.
• Organize quarterly Governance Committee meetings, track improvement initiatives, and document action logs.
• In collaboration with Corporate Communications, develop innovative communication methods, including podcasts, interviews, videos, Globe TV, etc.
• Research and organize details of relevant topics for cabin crew and write articles to publish in the IFS News and Service Director bulletins in collaboration with Corporate Communications. 
  
  
• Lead Cabin Experience and IFS projects as they become available 
  
  
• Work in close cooperation and provide support to all members of the Onboard Excellence team to coordinate revisions to IFS service publications.
  
  
• Develop and maintain effective working relationships with IFS Bases, Cabin Crew, other departments and Air Canada Partners (Air Canada Rouge, Jazz,).
  
  
• Conduct communication industry benchmarking to keep abreast of trends and concepts, and to assess best practices.

Safety and Regulatory Responsibilities:

• Maintain safety as first topic day to day (production and administration).
• Keep abreast of corporate initiatives and communications.
• Follow Air Canada Risk Management System (ACRMS) for change or introduction of equipment, processes and procedures and when conducting all investigations (refer to SMM Publication 100, Chapter 3.5.3).
• Follow document retention guidelines (IFS Quality Manual Publication 355, Chapter 2 and/or SMM Publication 100, Chapter 2).
• Refer to IFS Quality Manual Publication 355 Chapter 1.3 and/or SMM Publication 100, Chapter 1.3.5 for SMS Management Responsibilities.
• Establish and maintain Business Processes and Procedures for the position.
• Ensure provisions of the Official Languages Act are applied to the daily work environment as required.
• Assuming any responsibilities delegated by the Manager, IFS Cabin Experience, Standards & Procedures.
• In person’s absence, all responsibilities for duties are delegated to another qualified individual.

Indoctrination Training (mandatory):

• Flight attendant indoctrination training
• Job Orientation
• Canadian Aviation Regulations (CARs)
• Safety Management System (SMS)
• Violence & Harassment Prevention Program & Management Workshop (V&HPP)
• Health & Safety – Branch Program
• Portable Fire Extinguisher
• Document Control Tools

Qualifications

• Possess at least a high school diploma
  
  
• Strong working knowledge of IFS publications (FAM, OAM, ePub, 355)
  
  
• Strong working knowledge of CUPE collective agreement, ETQ, IOSA, SMS, AOSH
  
  
• Strong working knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, Visio)
  
  
• Working knowledge of standard project management methodology, practices, and procedures
  
  
• Strong focus on continuous improvement
  
  
• Strong analytical, comparative, and innovative skills
  
  
• Exceptionally organized and detail oriented
  
  
• Strong problem-solving skills coupled with the ability to work both independently and in a team environment
  
  
• Highly adaptable and flexible to support a 24/7 operation
  
  
• Seek and attend training opportunities and coaching sessions to enhance skills to related position
  
  
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Bilingual (English and French)

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.