Operations Manager - Hub Control Centre - In Anticipation

Air Canada; Vancouver; On-site; CAD 110,000 - 140,000; Full time

Job summary

Air Canada in Vancouver is seeking an Operations Manager - Hub Control Centre to lead the day-to-day airport operations, overseeing the STOC and coordinating flights, ground services, and passenger flow in a fast-paced setting.

You will manage a unionized workforce, uphold safety and SOPs, drive on-time performance, and collaborate with internal departments to deliver exceptional hospitality and reliable service.

Qualifications

• Post-secondary diploma or the equivalent operation experience.
• 2–3 years in airport operations with leadership exposure.
• Strong leadership and decision-making for safety and OTP.

Responsibilities

• Lead complex daily airport operations with care and precision.
• Ensure adherence to SOPs and safety protocols.
• Oversee a unionized workforce and uphold collective agreements.
• Monitor OTP and address delays with effective coaching.
• Coordinate with internal departments and external stakeholders.

Skills

Leadership

Operations management

Safety culture

SOP adherence

OTP oversight

Communication skills

Stakeholder management

Team coaching

Problem-solving

Education

Post-secondary diploma or equivalent operations experience

Tools

MS Office Suite

Aviation systems knowledge

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 - Hub Control Centre, you will be pivotal in driving operational excellence as we strive to become a top ten global airline, by leading safe and efficient day-of operations. Your primary responsibility will be to oversee and manage the daily operations of the Station Operations Control “STOC” at the airport. This involves ensuring the efficient and safe operation of all terminal activities, including coordination of flights, ground services, and passenger flow. The Operations Manager - Hub Control Centre will collaborate with various airport departments, external stakeholders, and service providers to ensure seamless operations, respond to emergencies, and optimize on-time performance. You will be responsible for creating a safe, positive, and accountable environment where your leadership empowers our unionized team members 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.

Responsibilities

• Accountable to lead complex daily Airport operations with care and class in assigned area, ensuring smooth and efficient functioning;
• 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;
• 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;
• Navigate a dynamic, complex, and unpredictable environment, requiring quick adaptation to changing circumstances and emergencies;
• Simultaneously monitor multiple screens and cameras to stay aware of the airside activity while responding to a high volume of calls and radiocommunications;
• Provide operational guidance to key stakeholders;
• Provide operational situational reports unionized employees across internal and external stakeholders;
• Complete and distribute operational startup report and station performance sheet;
• Act as the primary contact on station for Flight Operating Pilots “FOP” via air-to-ground radio frequencies;
• Actively participate in flight watching to ensure the arrival/departure sequence of events are executed as per process;
• Engage both internal and external stakeholders to ensure oversight on arrival/departure flight sequence of events;
• Ensure delayed flights are accurately coded and commented;
• Cooperate and communicate operational information to other departments and suppliers on an ongoing basis, such as Airside Operations, Inflight Services, Maintenance and AC Cargo via chat, emails, radio, phone, and PDA.
• 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.

Qualifications

• Possess at least a post-secondary diploma or the equivalent operation experience;
• A minimum of two to three (2-3) years of experience in airport operations;
• 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;
• Ability to successfully obtain and maintain a Restricted Area Identity Card “RAIC”;
• 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 adapt to new technology and to share that knowledge;
• Strong understanding of airport operations 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.