Airport Operations Service Manager - SFO

AIR CANADA; Quebec; On-site; CAD 126,000 - 140,000; Full time

Job summary

Air Canada invites applicants for Airport Operations Service Manager to oversee daily staff, ground handling agents, and external suppliers, ensuring safe, on-time customer experience. The role requires leadership in a fast-paced 24/7 environment across terminals, gates, ramp areas and other sites.

You will supervise Passenger Services, Aircraft Services and Baggage Services, deploy employees, manage budgets, and liaise with TSA/USCBP where applicable.

Qualifications

• Minimum 5 years in airport operations with direct supervision.
• Ability to obtain airport badges and US CBP clearances.
• Passport for travel and international exposure may be required.

Responsibilities

• Manage daily station activities in compliance with SMS and with Airport Security.
• Ensure compliance with customer service, safety and security standards.
• Provide operational leadership across terminals, gates, ramp areas and other sites.
• Plan and improve Customer Experience – Airports functions including Passenger, Aircraft and Baggage Services.
• Monitor expenses and work with unions and partners to ensure efficient operations.

Skills

Leadership

Union experience

Safety awareness

Analytical skills

Interpersonal skills

Bilingual

Education

High school diploma or equivalent

Tools

Microsoft Office

Airport systems

Job description

Belonging to Air Canada is akin to belonging to a Canadian symbol, Air Canada recently voted best airline in North America. Take your career to new heights by joining our innovative and diverse team at the cutting edge of passenger air transport.

The Airport Operations Service Manager is responsible for the daily management of staff, ground handling agents, and external suppliers. They oversee operational decisions and the coordination of all activities to ensure that the delivery of the customer experience is safe while meeting operational and financial objectives. The successful candidate leads all employees so that they fulfill their roles and responsibilities and meet performance requirements to make Air Canada the carrier of choice.

Responsibilities

• Manage the daily activities of the station. Work in compliance with the Safety Management System (SMS) and other competent authorities by establishing a solid partnership with the Airport Security team.
• Ensure compliance, monitoring, and uniform enforcement of customer service, safety, and security standards.
• Serve as a role model for safety considerations, in compliance with the Company's and public authorities' safety standards and rules, IOSA standards, and SMS standards, as well as those of other competent authorities.
• Anticipate, identify, and resolve service and operational issues by adopting a results-oriented strategy regarding safety, security, and performance.
• Provide operational leadership and supervision of various airport functions, to contribute to the implementation of an efficient, safe, and customer-focused operation. Tasks require a visible presence throughout the airport environment, including terminals, boarding gates, ramp areas, and other operational sites, and require frequent walking, standing for long periods, and exposure to various weather conditions.
• Plan, organize, manage, and improve Customer Experience - Airports functions, including Passenger Services, Aircraft Services, and Baggage Services.
• Manage the effective deployment of employees to support the Customer Experience and on-time performance.
• Demonstrate leadership to ensure the implementation, maintenance, and improvement of procedures and processes, aiming to achieve or exceed customer service performance levels and standards.
• Monitor and authorize airport-related expenses, while seeking cost-control opportunities to mitigate ongoing operating expenses and respecting budgetary constraints.
• Liaise with other functional workgroups, contract carriers, and Star Alliance commercial partners to ensure efficiency and effectiveness.
• Communicate regularly with employees to keep them informed of new products, performance issues, and management objectives.
• Lead staff, provide guidance, and motivate team members by setting an example, and assume responsibility for their performance.
• Demonstrate recognition for employees who consistently deliver excellent customer service.
• Document cases of poor employee performance and take corrective action consistent with accepted guidelines and procedures to correct them.
• Establish and maintain professional relationships with Union representatives.
• Work closely with airport administrations, the Transportation Security Administration (TSA), and U.S. Customs and Border Protection (USCBP).
• Support 24/7 airport operations and be available to work a flexible schedule, including evenings, weekends, holidays, and irregular hours, based on operational needs.

Qualifications

• High school diploma, minimum, or equivalent experience in an operational environment.
• At least five years of airport operations experience, including direct supervision of employees in a fast-paced environment; experience in a leadership position within a unionized workplace, an asset.
• Valid passport for travel (including international travel of more than one day), as required.
• Ability to obtain airport-specific badges and seals (Security and USCBP clearances required).
• Customs seal is required; subject to approval by U.S. Customs and Border Protection or an equivalent third party.
• Ability to frequently walk long distances and stand for long periods.
• Strong analytical, planning, and problem-solving skills, and ability to assess risks, set priorities, and respond effectively to operational challenges.
• Excellent interpersonal skills and ability to collaborate effectively with employees, Union representatives, third-party vendors, airport administrations, regulatory bodies, and business partners.
• Solid knowledge of airport operations, including customer service, ramp operations, and passenger service within a complex airport environment.
• Proficiency in Microsoft Office applications and airport operating systems.
• Proven ability to lead within a complex, fast-paced, 24/7 operational environment, balancing competing priorities and effectively responding to operational challenges as they arise.
• Proven punctuality and reliability to foster overall team success in a fast-paced environment.

Note

Non-citizens who hold employment authorization documents and Alien Registration Receipt Cards (Green Cards) may not be eligible to obtain a customs seal. Please consult the U.S. Customs and Border Protection website for eligibility information ( https://www.cbp.gov/travel/ebadge-trusted-worker-program ).

Employment Conditions

• Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Salary

The salary range for this position is $90,000 - $100,000 USD US dollars. The starting salary will be determined based on experience and qualifications.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that showcases the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications so that we can have a workforce that is varied and representative of our customers and the communities where we live and serve.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.