Manager, Integrations - Contact Centre

Employment Type: Full-time RegularCity: Calgary, AB (YYC)Posting Open Date: 11/07/2025Posting Close Date: 11/14/2025 (Please note the posting will close at 11:59pm MST)Why WestJet:Every WestJet journey has the potential to enrich lives; a career with us is no exception.WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.Join us, this is where your career story takes off.Remote Work:This position is not eligible for remote work under our hybrid work policy.As a key leadership role within the Contact Centre, the Manager, CC Integrations, is responsible for driving the successful coordination and execution of Contact Centre focused strategic initiatives. This role is suited for someone who brings a strong bias for action, excels at creating clarity amid ambiguity, demonstrates diplomacy in managing competing priorities, and thrives at building cross-functional relationships. Key Deliverables Represent the Contact Centre business in the implementation of new initiatives. Facilitate discussions with business leaders, stakeholders and partners to clearly define initiative and project objectives, requirements, and timelines. Lead and mentor a team of high-performing individuals, providing guidance in their respective areas while fostering professional development and skill-building. Promote proven methodologies and best practices in project management, change management, quality assurance, and project outcomes evaluation. Track initiative and project progress, proactively identify and mitigate risks, and address dependencies and roadblocks. Facilitate cross-functional meetings to drive alignment and decision-making. Foster a team culture of accountability, continuous learning, and high performance through collaborative planning, recognition, and knowledge-sharing. Advocate for operational needs, diplomatically managing competing priorities, and establishing transparent feedback loops to ensure stakeholder alignment, engagement, and continuous improvement. Engage with a wide range of stakeholders - from senior leaders to frontline teams - using tailored communication strategies. Deliver strategic updates, dashboards, executive briefings, and front-line communications. Experience and Qualifications: Demonstrated ability to drive change and lead multiple projects within a dynamic environment Exceptional organizational skills, including time management, scheduling, managing action logs and to-do lists Proven business analysis skills and a strong record of delivering superior results Ability to prioritize multiple concurrent tasks with minimal direction and a high degree of accuracy/quality Demonstrated problem-solving ability in fast paced settings and accountability for driving solutions Intermediate experience with Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Outlook, Teams, Sharepoint) Proven ability to convey complex information in a clear, concise, and persuasive manner to diverse audiences. Demonstrated expertise in written, verbal, and visual communication, with a focus on building trust and driving alignment Highly motivated, results-oriented, with a drive to succeed while being passionate, persuasive and quickly establishing relationships Proven ability to work with minimal supervision while also providing strong team support Minimum 4+ years of Project Management or Change Management experience Minimum 4+ years leadership experience Contact Centre experience is considered an asset Experience with the Genesys platform is considered an asset The benefits of being a WestJetter: WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer: A fun and friendly culture with colleagues who work together to win Travel privileges for you and your family, effective from your start date Savings and Benefit programs that are flexible to meet your specific needs Think we are a fit? Apply now! About WestJet Group Of CompaniesWestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada’s leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.Our Safety Promise At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy. Our Commitment to Diversity and Inclusion We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know at talent@westjet.com. We encourage all qualified candidates to apply.At WestJet, we welcome unique skills, experiences, and backgrounds - if you’re passionate and excited about this role, we encourage you to apply even if you do not meet every single qualification in the posting. We are committed to inclusivity, equity, and accessibility in the selection process. If you require an accommodation during the recruiting process, please let our Talent Acquisition team know.We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.For more information about everything WestJet, please visit WestJet.com