Airport Operations Leader — Customer Experience

AIR CANADA; Quebec; On-site; CAD 90,000 - 120,000; Full time

Job summary

Air Canada is seeking an Airport Operations Chief to lead daily, complex airport activities, overseeing station operations, ramp and tarmac operations, baggage services, and terminal operations, while coaching frontline staff to deliver exceptional customer experiences. You will supervise unionized personnel and third-party providers, ensuring safety and punctuality across operations.

You must be adaptable, energetic, and ready to work 24/7, including weekends and holidays, with a focus on

Qualifications

• High school diploma, minimum, or equivalent experience in an operational environment.
• At least two years of experience in a leadership position, or equivalent experience in an operational environment.
• Valid driver's license and ability to obtain SIDA identification with ramp vehicle operating permit.
• Hold a valid passport for travel (including international trips lasting more than one day), as needed.
• Ability to obtain airport-specific badges and seals (Security and USCBP clearances required).
• Ability to work flexible hours in permanently open airport facilities (24 hours), including weekends and holidays.
• Ability to walk long distances, stand for long periods, and lift at least 23 kg (50 lbs).
• Strong leadership and team management skills, and ability to inspire, coach, and empower employees.

Responsibilities

• Direct and oversee daily complex airport operations activities with care and class.
• Represent the Air Canada brand and embody the Company's vision for customer service excellence.
• Get to know our internal and external customers to be able to anticipate their needs and deliver on our promise.
• Take charge of customers in difficult situations.
• Establish and maintain trusting relationships. Foster employee development and empowerment by coaching and supporting the team to bring out their best.
• Collaborate in the direction and supervision of unionized personnel and third-party service providers, and encourage employees to be accountable for their actions while respecting collective agreements and company standards.
• Monitor and ensure punctuality by supervising operational processes and procedures and collaborating with team members to manage and resolve delays or issues, while supporting our safety-first culture.
• Quickly manage and resolve operational disruptions, emergencies, and customer concerns.
• Ensure daily compliance with safety protocols and Standard Operating Procedures (SOPs), thereby fostering a culture of "Safety First, Always".
• Conduct thorough, prompt, and accurate incident investigations and reporting.
• Manage various administrative activities to support airport operations including maintaining accurate records, preparing required documents, and drafting reports, while ensuring compliance with Company policies and procedures.
• Be available to work in different airport sectors as needed, and demonstrate flexibility and adaptability to meet changing operational needs.
• The position requires working both indoors and outdoors to meet operational needs, regardless of weather conditions.
• 24/7 airport operations will require shift work, including weekends and holidays.

Skills

Leadership

Customer service

Communication

Education

High school diploma or equivalent

Job description

Air Canada is seeking an Airport Operations Chief to lead daily, complex airport activities, overseeing station operations, ramp and tarmac operations, baggage services, and terminal operations, while coaching frontline staff to deliver exceptional customer experiences. You will supervise unionized personnel and third-party providers, ensuring safety and punctuality across operations.

You must be adaptable, energetic, and ready to work 24/7, including weekends and holidays, with a focus on