Operations Manager - Airports

Socket.dev; Goffs; On-site; CAD 90,000 - 130,000; Full time

Job summary

Air Canada is seeking an Operations Manager, Airports, to lead day-to-day airport operations across multiple areas including check-in, gates, baggage, and ramp. You will steward safety protocols, SOPs, and incident investigations while guiding a unionized workforce to deliver high-quality customer service and reliable OTP.

Responsibilities include coordinating with CATSA, CBSA, and other partners, mentoring staff, and ensuring compliance with regulatory requirements.

Qualifications

• Possess at least a post-secondary diploma or the equivalent operation experience.
• Possess at least two (2) years in a leadership role or the equivalent operation experience.
• Strong leadership and team management skills, with the ability to inspire, coach and empower employees.

Responsibilities

• Lead complex daily Airport operations in assigned area (check-in counters, gates, baggage room, ramp, STOC).
• Ensure safety protocols and SOPs are followed; conduct investigations per incidents.
• Collaborate with external agencies (CATSA, CBSA, US CBP, etc.) and other stakeholders.
• Promote safety culture and achieve On-Time Performance (OTP).
• Address operational disruptions, emergencies and customer concerns promptly.
• Brief and implement new SOPs with unionized team members; manage recurrent trainings.

Skills

Leadership

Communication

Time management

Customer service

OTPs & shift work

Licenses & permits

RAIC/AVOP/ROC

Situational awareness

Problem solving

Physical ability

Technology adoption

Airport operations

Unionized workforce

SOP knowledge

MS Office & aviation systems

Education

Post-secondary diploma or equivalent operation experience

Job description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

As an Operations Manager, Airports, you will play an important leadership role in our ambition to become a top ten global airline, by leading safe and efficient day-of operations. Your priority will be to create a safe, positive, and accountable environment where your leadership empowers our unionized team members (IAMAW & UNIFOR) to excel. Through empathetic leadership and a focus on developing and trusting your team, you will enable them to exceed customer expectations and uphold our glowing-hearted hospitality.

The role will provide the opportunity to work in various areas such as: Station Operations Center, Airside/Ramp/Apron Operations, Baggage Services, Staff Deployment/Planning & In-Terminal Operations. In all areas you will be accountable for both our customers experience and ensuring the safe and efficient execution of our operations by enforcing safety protocols, conducting thorough investigations following incidents, and ensuring consistent adherence to our safety and Standard Operating Procedures "SOPs".

Responsibilities:

• Accountable to lead complex daily Airport operations with care and class in assigned area, including check-in counters, gates, baggage room, ramp, Station Operations Control "STOC", and planning, ensuring smooth and efficient functioning;
• Supporting Air Canada's customers and operational requirements by working with local external agencies, such as Canadian Air Transport Security Authority "CATSA", US Customs and Border Protection "USCBP", Canada Border Services Agency "CBSA", other airport ground handlers or airlines, airport vendors, Transport Canada, etc.;
• Ensure adherence to daily safety protocols and Standard Operating Procedures "SOPs", promoting a "safety first, always" culture;
• Represent the Air Canada brand and company vision for customer service excellence, reflecting our commitment to glowing-hearted hospitality and representing our country with pride;
• Collaboratively lead and supervise a unionized workforce, encouraging employees to be accountable for their actions while adhering to Collective agreements;
• Play an influential role in nurturing a sense of ownership across the workforce, empowering employees to use their judgement and experience to "do the right thing" when necessary;
• Engage in regular feedback sessions with team members to enhance team collaboration and foster a "win as one" mindset;
• Collaborate with other operational managers to mitigate performance issues, including identifying developmental needs and managing underperformance through coaching, counseling, and disciplinary measures;
• Conduct audits to ensure consistent adherence to safety, SOPs, and service standards, identifying root causes of vulnerabilities and implementing effective corrective measures;
• Support and enhance the safety culture by promoting safety in all operations, encouraging proactive reporting, and promptly managing incidents through the corporate Safety Management System reports housed in the Aviation Quality Database;
• Monitor and ensure On-Time Performance "OTP" by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture;
• Address and resolve operational disruptions, emergencies, and customer concerns promptly;
• Conduct investigations at the scene of an incident, ensuring thorough, timely, and accurate reporting;
• Ensure a high quality and safe level of customer service, especially in case of irregular operations (delays, cancellations, denied boarding cases, etc.) adhering to any applicable country Law(s), Canadian Law and internal policies and procedures;
• Assist in handling any customer service-related inquiries and resolving issues in a timely manner, especially during irregular operations;
• Adapt to new concepts, technology and processes as the industry evolves, embracing change and leading by example.
• Participate in emergency response trainings;
• Communicate in a fast-paced environment through internal chats, phone, radio, and e-mails;
• Responsible for briefing and implementing new SOPs with the unionized team members;
• Responsible to stay current with all annual recurrent trainings;
• Be prepared to work in different areas of the airport as required, demonstrating flexibility and adaptability to meet changing operational needs.

• Possess at least a post-secondary diploma or the equivalent operation experience;
• Possess at least two (2) years in a leadership role or the equivalent operation experience;
• Strong leadership and team management skills, with the ability to inspire, coach and empower employees.
• Managerial courage to make difficult decisions to ensure operational integrity, safety, and an On-Time Performance "OTP";
• Excellent communication skills, both verbal and written, to effectively interact with team members, customers and other stakeholders;
• Strong interpersonal skills (organizational, team oriented & focused);
• Independent time management skills;
• Customer service orientation, with a commitment to delivering high-quality service;
• Ability to work in a 24-hour airport operation, including shift work, weekends, and holidays;
• Possess a valid Class G or Class 5 driver’s license in the province of employment;
• Ability to successfully obtain and maintain a Restricted Area Identity Card "RAIC" and an Airside Vehicle Operator’s Permit "AVOP";
• Ability to successfully obtain and maintain a Restricted Operator Certificate "ROC" (for radiocommunications in Canada) issued by Industry Canada;
• Exhibit dynamic situational responsiveness, efficiently adapting to unpredictable changes in tasks throughout the day in a fast-paced environment;
• Problem-solving and decision-making abilities, especially in high-pressure situations;
• Ability to walk long distances frequently, lift at least 50 pounds, and drive airside vehicles under varied conditions;
• Ability to adapt to new technology and to share that knowledge;
• Strong understanding of airport operations;
• Knowledge of the in-terminal and airside operations, an asset;
• Experience working with unionized workforces and understanding of collective agreements, an asset;
• Knowledge of safety protocols and Standard Operating Procedures "SOPs", an asset;
• Proficiency in MS Office Suite and familiarity with various aviation systems and programs, an asset.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.