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About the Role

As an Operations Manager - Airports, you will play an important leadership role in our ambition to become a top ten global airline. Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.

Responsibilities

Lead and oversee complex daily Airport operations with care and class.
Represent the Air Canada brand and company vision for customer service excellence.
Understand internal and external customers by anticipating needs and delivering on promises.
Care for customers in difficult situations.
Build and nurture trusting relationships.
Foster employee development by empowering, coaching, and supporting the team.
Collaboratively lead and supervise a unionized workforce and third-party service providers, encouraging employees to be accountable for their actions while adhering to Collective agreements and company standards.
Monitor and ensure On-Time Performance (OTP) by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture.
Address and resolve operational disruptions, emergencies, and customer concerns promptly.
Ensure adherence to daily safety protocols and Standard Operating Procedures (SOPs), promoting a “safety first, always” culture.
Conduct investigations at the scene of an incident, ensuring thorough, timely, and accurate reporting.
Manage a variety of administrative activities to support airport operations, including maintaining accurate records, completing required documentation, preparing reports, and ensuring compliance with company policies and procedures.
Be prepared to work in different areas of the airport as required, demonstrating flexibility and adaptability to meet changing operational needs.
Work indoors and outdoors to support operational needs, in any type of weather conditions.
Perform shift work, including weekends and holidays, to support 24-hour Airport operations.

Requirements

Possess at least a high school diploma or the equivalent operation experience.
A minimum of two (2) years of experience in a leadership role or the equivalent operation experience.
Possess a valid driver's license.
Ability to obtain an airport Security Identification Display Area (SIDA) badge with airside driving privileges.
Valid passport to travel (including overnight international trips) as needed.
Ability to successfully obtain Airport specific badging and seals (Security clearance and USCBP clearance required).
Customs Seal required and is subject to approval by U.S. Customs and Border Protection and/or third-party equivalent.
Ability to work flexible schedules (24-hour airport operation, including shift work, weekends and holidays).
Ability to walk long distances frequently, stand for long periods, and lift at least 50 lbs.
Strong leadership and team management skills, with the ability to inspire, coach and empower employees.
Managerial courage to make difficult decisions to ensure operational integrity, safety, and an on-time performance.
Excellent communication skills, both verbal and written, to effectively interact with team members, customers and other stakeholders.
Effective problem-solving and decision-making abilities during high pressure and stressful situations.
Strong interpersonal skills (organizational, team oriented & focused).
Entrepreneurial & self-managed abilities.
A genuine passion for creating and leading a global top ten Airline customer and employee experience.
Ability to develop trust and rapport while providing performance coaching to front-line employees.
An entrepreneurial, energetic and tenacious attitude.
Ability to adapt to new technology and to share that knowledge.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment.
Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Skills

Leadership
Team Management
Coaching
Empowerment
Customer Service Excellence
Communication (Verbal and Written)
Problem-Solving
Decision-Making
Interpersonal Skills
Adaptability
Punctuality
Dependability

Location

Airport Operations

Work Type

Shift Work
Weekends
Holidays
24-hour operations

Experience Level

Minimum of two (2) years of experience in a leadership role

Education Level

High school diploma or equivalent operation experience

About the Company

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.
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.

Equal Opportunity

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.