Aviation Operations Leader — Passenger Experience & Efficiency

Fnyx Group; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Fnyx Aviation Services in Canada seeks a Senior Operations Manager to oversee the Surrey and Wheelchair Replenishment Program, reporting to the VP Aviation Services and coordinating with GTAA. You will drive operational efficiency, ensure safety and quality, and lead dispatch and support teams to deliver superior passenger assistance and asset replenishment.

We value data-driven leaders with 5+ years in aviation management, strong communication skills, and a track record of building

Qualifications

• Degree or Diploma in a related field, or an equivalent combination of education, training and experience.
• Minimum 5 years of prior management experience in the aviation industry preferred.
• Experience in inventory management, operations, customer service, administration and public relations.
• Demonstrated record of successful team management.
• Strong ability to build team culture, resolve conflicts and drive high-performance teams.
• Proficient skills in Microsoft Office, including Excel, PowerPoint and Word.
• Excellent written and oral communication skills.
• Ability to efficiently summarize and present data in a usable format.
• Ability to think quickly, act quickly, multi-task and manage conflicting priorities.
• Be driven by data and have strong analytical, quantitative and problem-solving skills.

Responsibilities

• Direct and manage all aspects of operations for the Surrey and Wheelchair Replenishment Program Services, including passenger assistance and asset replenishment.
• Develop and implement strategies that drive process improvement initiatives to improve customer experience and operational efficiency.
• Develop and implement business activities, policies, goals, objectives and procedures.
• Ensure service-related plans, procedures and protocols are communicated to the team and are always accurate and kept up to date.
• Manage and monitor the daily provision of wheelchairs, special equipment and Surreys for the Surrey and Wheelchair Replenishment Program Services.
• Manage the dispatch office (Operations Control Center). Direct, motivate and coach Dispatch team members.
• Monitor and review KPIs, manage service quality and efficiency through daily observations, monitor performance reports and take immediate corrective actions whenever required.
• Direct equipment maintenance programs, safety programs and quality programs.
• Ensure service delivery to customer airlines in accordance with service level agreements.
• Ensure that the team complies with all safety, security, quality standards and procedures.
• Report and investigate all incidents and take immediate corrective actions.
• Identify required performance improvements by analyzing data, best practices and operational trends. Engage the team in formulating solutions and/or recommendations and oversee the planning and execution of initiatives that improve operations and passenger experience.
• Establish, maintain and promote effective working relationships with internal and external customers and other stakeholders.
• Work in close coordination with Shift Managers and the People and Culture department to provide a conducive environment and support to the team.
• Provide training and development support to People and Culture to ensure all staff demonstrate knowledge of core activities, standard operating procedures and protocols.
• Anticipate, identify and resolve service and operational issues with a results-oriented approach to performance.
• Collaborate as needed with professional services counterparts, ground handlers and airlines in customer success to ensure we deliver a cohesive service experience.
• Report and investigate complaints received and oversee service recovery procedures.
• Prepare and submit monthly status reports to external stakeholders using statistical and transactional data, and analyze monthly performance results in accordance with service level standards.

Skills

Leadership

Team Management

Strategic Planning

Operational Excellence

Data Analysis

Education

Degree or Diploma in related field

Tools

Microsoft Office

Job description

Fnyx Aviation Services in Canada seeks a Senior Operations Manager to oversee the Surrey and Wheelchair Replenishment Program, reporting to the VP Aviation Services and coordinating with GTAA. You will drive operational efficiency, ensure safety and quality, and lead dispatch and support teams to deliver superior passenger assistance and asset replenishment.

We value data-driven leaders with 5+ years in aviation management, strong communication skills, and a track record of building