24/7 Airport Operations Leader: Customer Experience

AIR CANADA; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Air Canada is seeking an Airport Operations Chief in Miami to lead our frontline team and ensure an exceptional passenger experience. You will manage station, ramp, baggage, and terminal operations while coordinating with third-party providers to uphold safety and service standards.

The role demands strong leadership, effective coaching, and the ability to handle disruptions calmly. A flexible, customer-focused approach across 24/7 shifts is essential, with a commitment to safety and operational

Qualifications

• Minimum high school diploma; relevant operational experience accepted.
• Two years in a leadership role or equivalent in an operational environment.
• Valid driver’s license and ability to obtain SIDA badge with ramp vehicle access.
• Passport valid for international travel as needed.
• Ability to obtain airport-specific badges and CBP clearances.
• Flexible 24/7 shift availability; weekends and holidays.
• Strong leadership and people management abilities; coaching capability.
• Excellent communication skills, both oral and written; works well under pressure.
• Energetic, autonomous, customer-focused; builds trust with frontline staff.

Responsibilities

• Direct and supervise daily complex airport operations with care and professionalism.
• Represent Air Canada brand and uphold customer service excellence.
• Anticipate customer needs and deliver on promises; coach the team.
• Handle difficult customer situations and maintain service levels.
• Foster development and empowerment through coaching of frontline staff.
• Collaborate with unionized personnel and third-party providers; ensure accountability within collective agreements.
• Monitor punctuality and safety; manage disruptions and emergencies.
• Ensure SOP compliance and safety culture; investigate incidents and report accurately.
• Take on rotating roles across station operations as needed; work in varied environments.

Skills

Leadership

Team management

Communication

Problem solving

Adaptability

Punctuality

Customer service orientation

Safety-focused

Coaching

Decision making under pressure

Education

High School Diploma

Tools

Ramp vehicle operation permit

Airport badges

Customs clearance access

Job description

Air Canada is seeking an Airport Operations Chief in Miami to lead our frontline team and ensure an exceptional passenger experience. You will manage station, ramp, baggage, and terminal operations while coordinating with third-party providers to uphold safety and service standards.

The role demands strong leadership, effective coaching, and the ability to handle disruptions calmly. A flexible, customer-focused approach across 24/7 shifts is essential, with a commitment to safety and operational