Operations Manager - Control Centre - Hub - Anticipated

AIR CANADA; Vancouver, Quebec; On-site; CAD 90,000 - 120,000; Full time

Job summary

Air Canada is seeking an Operations Manager - Control Centre - Hub in Vancouver to lead the complex daily activities of airport operations, ensuring safe and efficient execution across the AOCC. You will supervise a unionized team, drive on-time performance, and coordinate with stakeholders in a fast-paced environment.

Responsibilities include coaching staff, maintaining safety protocols, and resolving disruptions while aligning with Air Canada's guest-first culture and operational standards.

Qualifications

• Proven leadership and team management experience.
• Strong communication skills with internal and external stakeholders.
• Ability to coach and empower unionized staff.

Responsibilities

• Lead the daily activities of airport operations to ensure smooth, safe, and efficient execution.
• Ensure safety protocols and SOPs are followed, promoting a Safety First culture.
• Collaborate with stakeholders to maintain on-time performance and manage disruptions.

Skills

Leadership

Operations management

Safety compliance

Communication

Education

Post-secondary education degree

Tools

Microsoft Office

Job description

Joining Air Canada is to belong 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 forefront of passenger air transport.

As an Operations Manager - Control Centre - Hub, you will play a vital role in the pursuit of operational excellence to achieve our ambition of being recognized as one of the top 10 airlines in the world, by leading day-of operations to ensure activities are conducted efficiently and safely. Your main responsibility will be to supervise and manage the daily activities of the Airport Operations Coordination Centre (AOCC) at the airport. You will thus ensure the efficient and safe execution of all terminal activities, including flight coordination, ground services, and passenger flow. The Airport Operations Manager - Control will collaborate with various airport services, external stakeholders, and service providers to ensure smooth operations, respond in emergencies, and optimize on-time performance.

Your priority will be to create a safe, positive, and supportive environment in which your leadership empowers members of our unionized team (IAMAW and Unifor) to excel. By coaching your team empathetically with a focus on their development and building a bond of trust, you will enable them to exceed customer expectations and maintain our warm sense of hospitality.

Responsibilities:

• Be responsible for leading the complex daily activities of airport operations, with care and class, in the assigned sector, to ensure their smooth and efficient execution.
• Ensure daily compliance with safety protocols and Standard Operating Procedures (SOPs), thereby fostering a culture of "Safety First, Always".
• Represent the Air Canada brand and the company's vision for customer service excellence, reflecting our commitment to providing a warm welcome and representing our country with pride.
• Assist in leading and supervising unionized personnel, and encourage employees to be accountable for their actions while respecting collective agreements.
• Play an influencing role to foster a sense of responsibility among staff, and empower employees to use their judgment and experience to "do what is right" when needed.
• Participate in regular feedback sessions with team members to foster team collaboration and the "United to Succeed" behavior.
• In collaboration with other operational managers, mitigate performance issues, including establishing development needs and unsatisfactory performance, through coaching, guidance, and disciplinary measures.
• Promote and enhance the safety culture in all spheres of operations by encouraging proactive reporting and quickly managing incidents using reports from Air Canada's Safety Management System hosted in the Aviation Quality Database (AQD).
• Monitor and ensure on-time performance by supervising operational processes and procedures and collaborating with team members to manage and resolve delays or issues, while supporting our safety-first culture.
• Manage and quickly resolve operational disruptions, emergencies, and customer concerns.
• Conduct on-site incident investigations, ensuring complete, timely, and accurate reporting.
• Work in a dynamic, complex, and unpredictable environment requiring the ability to adapt quickly to changing circumstances and emergencies.
• Monitor multiple screens and cameras simultaneously to stay aware of ramp activities while answering a high volume of calls and radio communications.
• Provide operational guidance to key stakeholders.
• Provide operational status reports to unionized employees and all internal and external stakeholders.
• Establish and distribute the operational start-up report as well as the station performance sheet.
• Act as the primary station contact for pilots (Flight Operations) via air-ground radio communication.
• Actively participate in flight monitoring to ensure compliance with the event sequence for a flight's arrival or departure in accordance with established processes.
• Collaborate with internal and external stakeholders to monitor the sequence of events for a flight's arrival or departure.
• Ensure delayed flights have the correct code and accurate comments.
• Show cooperation and continuously communicate operational information to other departments and suppliers, including ramp operations, In-Flight Service, Air Canada Maintenance, and Air Canada Cargo, via chat, email, radio, phone, and digital assistant (PDA).
• Adapt to new concepts, technologies, and processes as the industry evolves, embracing change and leading by example.
• Participate in emergency response training.
• Communicate in a fast-paced environment via internal chat, phone, radio, and email.
• Brief unionized team members on new Standard Operating Procedures (SOPs) and ensure they implement them.
• Stay up to date regarding annual recurrent training.
• Be available to work in different airport sectors as needed, and demonstrate flexibility and adaptability to meet changing operational needs.

Qualifications

• Post-secondary education degree, at minimum, or equivalent operational experience.
• At least two to three years of experience in airport operations.
• At least two years of experience in a leadership role or equivalent operational experience.
• Strong leadership and team management skills, with the ability to inspire, coach, and empower employees.
• Managerial courage to make tough decisions to ensure operational integrity, safety, and on-time performance.
• Excellent oral and written communication skills to interact effectively with team members, customers, and other stakeholders.
• Excellent interpersonal relations (within the organization and the team).
• Aptitude for independent time management.
• Customer orientation and commitment to delivering high-quality service.
• Ability to work shift work in 24-hour airport facilities, including weekends and holidays.
• Ability to obtain and maintain a Restricted Area Identity Card (RAIC).
• Ability to obtain and maintain a Restricted Operator Certificate (ROC-A) (for radiocommunications in Canada) issued by Industry Canada.
• Proven dynamic situational responsiveness, with the ability to adapt to unpredictable task changes throughout the day in a fast-paced environment.
• Ability to solve problems and make decisions, especially in high-stress situations.
• Ability to adapt to new technologies and share knowledge thereof.
• Excellent understanding of airport operations and ramp operations, an asset.
• Experience working with unionized personnel and understanding of collective agreements, an asset.
• Knowledge of safety protocols and Standard Operating Procedures (SOPs), an asset.
• Proficiency in the Microsoft Office suite and familiarity with various systems and programs used in the airline industry, an asset.
• Demonstrate punctuality and reliability to support the team's overall success in a fast-paced environment.

Conditions of Employment:

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.

Language Requirements

All things being equal, 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 workplace that highlights the unique contribution of our employees to our company's success.

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

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