Assistant Manager, Training Operations
ACI World - Airports Council International
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Benefits offered by this job
Job summary
ACI World is seeking an Assistant Manager, Training Operations in Montreal, Canada. This 18-month temporary contract role focuses on maintaining stability of Global Training operations while supporting a modernization project.
You will coordinate training delivery readiness, monitor service levels, and work with cross-functional teams to drive continuous improvement. The role emphasizes operational oversight, risk identification, and collaboration with Sales, Finance, Content, and Delivery teams
Qualifications
- Minimum 3 years of experience in operations, training administration, learning operations, or program coordination.
- Experience supporting global instructor-led training operations.
- Experience using Learning Management Systems (LMS).
- Experience coordinating cross-functional operational activities in a fast-paced environment.
Responsibilities
- Oversee day-to-day coordination of training operations to ensure service levels and timelines are met.
- Provide oversight to coordinators by monitoring workload and SOP compliance.
- Identify risks and support continuity during peak periods.
- Coordinate instructor onboarding and pre-delivery communications.
- Monitor financial processes: PO workflows, invoices, and revenue reporting.
Skills
Education
Tools
Job description
Department: Global Training
Reports to: Manager, Training Operations
Direct Reports: None
Location: Montreal, Canada
Duration: Temporary Contract (18 months)
The Assistant Operations Manager is an 18-month term position aligned with the duration of the GT Modernization Project. This role is required to maintain the stability and continuity of ACI Global Training daily operations while the Operations Manager dedicates 60% of her time to supporting said project.
The Assistant Operations Manager supports the Operations Manager in coordinating the day-to-day delivery of Global Training operations. The role provides operational oversight of training activities, monitors service levels, quality, and compliance with established procedures, and helps ensure all training programs are delivered efficiently and consistently. Working closely with Global Training coordination team and cross-functional teams, the Assistant Operations Manager identifies operational risks, supports continuous improvement and operational excellence.
Focus on overseeing the operation and the Coordinators.
- Support the day-to-day coordination of training operations to ensure service levels, quality, and operational timelines are met.
- Provide operational oversight and guidance to Coordinators by monitoring workload, SOP compliance, and delivery readiness.
- Identify operational risks, resolve or elevate issues requiring management attention, and support business continuity during peak periods.
- Support onboarding, coaching, and knowledge sharing to promote consistent operational practices.
- Serve as the first point of contact for operational and delivery-related escalations.
Focus specifically on ensuring individual training events are ready for delivery.
- Oversee the readiness of instructor-led training sessions by validating course setup, instructor assignments, LMS configuration, participant enrollment, course materials, and logistical requirements to ensure successful training delivery.
- Coordinate instructor onboarding and pre-delivery communications to ensure instructor preparedness.
- Identify risks that may affect scheduled training delivery, implement mitigation actions where appropriate, and elevate high-impact issues.
- Monitor compliance with financial processes and timelines.
- Ensure timely completion of purchase orders (POs), invoices, revenue-share reports, and course expense entries.
- Oversee revenue invoicing and cancellations to ensure financial accuracy and compliance.
- Coordinate with Sales, Finance, Content, and Manager, Training Delivery and Enablement to support successful training delivery.
- Communicate operational status, dependencies, and delivery risks to internal stakeholders.
- Support implementation of operational and technology initiatives.
- Maintain operational documentation and support updates to SOPs.
- Identify opportunities to improve processes, increase automation, and enhance operational efficiency.
- Support data integrity, operational reporting, and governance initiatives.
- Minimum 3 years of experience in operations, training administration, learning operations, or program coordination.
- Experience supporting global instructor-led training operations.
- Experience using Learning Management Systems (LMS)
- Experience coordinating cross-functional operational activities in a fast-paced environment.
- Learning Management Systems (LMS)
- Microsoft 365 (Excel, Outlook, Teams, Word, PowerPoint, SharePoint)
- Training operations, logistics, and service delivery processes
- Process documentation and quality management
- Operational reporting and performance metrics
- Knowledge of AirTable is an asset
- Operational planning and coordination
- Organization, prioritization and time management
- Quality assurance and attention to detail
- Problem-solving and sound judgment
- Effective communication and stakeholder management
- Collaboration and relationship building
- Coaching and knowledge sharing
- Continuous improvement mindset
- Adaptability and resilience
- Accountability and ownership
The successful candidate must demonstrate and embody ACI World's values:
- Stewardship
- Member-focused
- Integrity
- Excellence
- Collaboration
- Innovation
- Inclusivity
- A challenging and exciting position in an international and multicultural environment.
- Hybrid work environment
- 4 weeks of vacation/year.
- 5 sick days/ year.
- 5 mental wellness days/year.
- Employee cell phone (iPhone) with TELUS Health virtual care included.
- Health insurance coverage from your first day of employment.
- RRSP company matching contributions
- Opus/EXO Transit discount on monthly pass.
- Employee recognition points earned to convert into redeemable gift cards
- Very flexible employee monthly wellness account to use to achieve a greater work life balance
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