Operations Lead

Porter Airlines Inc.; Dorval; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading airline is seeking an Ops Lead based in Dorval, Quebec. This role involves managing irregular operations and ensuring exceptional service during flight disruptions. The ideal candidate will possess solid airline experience, be bilingual, and have strong communication and problem-solving skills. Responsibilities include coordinating responses to flight irregularities and assisting passengers. Join the team dedicated to elevating air travel with genuine hospitality and care.

Qualifications

• At least 2 years of experience in airport operations.
• Duties require professional verbal and written communication skills.
• Must be flexible and adaptable to various shifts.

Responsibilities

• Monitor flight schedules and identify potential irregular operations.
• Coordinate responses to irregular operations effectively.
• Assist passengers with rebooking during disruptions.

Skills

Airline background

Customer service

Bilingual (English/French)

Communication skills

Problem-solving

Time management

Attention to detail

Education

College level education

Tools

Navitaire/Go Now

Smartsuite

Google Sheets

Job description

Overview

Reporting to the Supervisor group, the Ops Lead plays a critical role in ensuring smooth operations during irregular situations, such as flight delays, cancellations, or other disruptions. This position requires excellent communication skills, attention to detail, and the ability to work well under pressure. You’ll be responsible for resource deployment, team development, and fostering a high-performance culture that aligns with Porter’s core objectives of Safety, Reliability, and Service. As the first level of leadership within the Airport Operations Team, you will collaborate closely with cross-functional departments to deliver a safe, efficient, and exceptional travel experience for our passengers.

Responsibilities

• Monitors flight schedules and proactively identifies potential irregular operations (IROP) situations. Actively communicates with other stations and their operational leadership. Communicates with SOCC as required.
• Acts as a central point of contact for coordinating responses to IROP situations in YUL coordinating interline operations, including flight connections, ticketing, and baggage handling. Actively reduces instances of mis-connects both in and outbound from YUL.
• Liaises with partner airlines and ground handling agents to ensure timely and efficient handling of interline passengers and baggage.
• Assists passengers with rebooking and rerouting in the event of flight disruptions or irregular operations.
• Communicates with internal stakeholders, including NOCC, Interlines desk, airport staff, other stations to coordinate operational responses.
• Liaises with external partners, such as ground handlers, groomers, catering, airport authorities and other airlines, to manage IROP situations effectively.
• Implements contingency plans and makes real-time decisions to minimize disruptions and ensure the safety and comfort of passengers, with the aim to reduce misconnections.
• Provides timely updates and information to affected passengers regarding flight status, rebooking options, and other relevant details.
• Documents and reports on IROP incidents, including root causes, actions taken, and lessons learned. Actively works with Station Leadership to improve processes.
• Assists in developing and implementing strategies to improve operational resilience and minimize the impact of IROP situations.
• Participates in training and development activities to enhance skills and knowledge related to IROP management and airline operations.
• Hotel management for distressed passengers.
• Stay updated on industry trends, regulations, and best practices related to interline operations and customer service.
• Other duties as required.
• Actively engage in Porter’s Safety Management System (SMS), including reporting hazards and incidents encountered in daily operations; understand, comply with, and promote the Company Safety Policy.

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Solid airline background/experience and customer service
• At least 2 years of experience in airport operations
• Knowledge and proficiency in Navitaire/Go Now, Smartsuite, Google Sheets, etc.
• Coordinator or supervisory background preferred
• Bilingual (English/French) required
• College level education preferred
• Duties require professional and superior verbal and written communication skills
• Positive track record of establishing/maintaining positive and cooperative working relationships with others
• Dependability (must have a good attendance record and reliable on-time reporting for work)
• Excellent oral and written communication skills
• Must be flexible and adaptable on a day to day basis and flexibility to work a variety of shifts
• Ability to problem solve and make decisions to enhance organizational effectiveness
• Excellent time management and multi-tasking skills
• Attention to detail; the capacity to prioritize by assessing situations to determine urgency

Location

Montréal (Montréal-Pierre Elliott Trudeau International Airport - YUL)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.