Airport Operations Chief - MIA

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

Belonging to Air Canada is belonging to a Canadian icon, recently elected best airline in North America. Take off in your career by joining our innovative and diverse team at the forefront of passenger air transport.

As an Airport Operations Chief, you will play an important leadership role in bringing to life our ambition to be recognized in everything we do as one of the top 10 airlines in the world. Your priority will be to ensure that our airline meets or exceeds customer expectations regarding their experience with us. By dedicating yourself to customer service excellence and striving to warmly welcome our customers, you will help create a safe, positive, and supportive environment, anticipating and meeting our customers' needs while proactively and empathetically coaching our team.

The Airport Operations Chief position will offer the opportunity to work in various areas, including station operations, ramp and tarmac operations, baggage services, and terminal operations, as well as interacting with and supervising third-party service providers. In all these areas, you will be responsible for managing the customer experience and providing leadership to our frontline employee team.

Responsibilities

• Direct and supervise on a daily basis complex airport operations activities with care and class.
• Represent the Air Canada brand and embody the company's vision for customer service excellence.
• Get to know our internal and external customers to be able to anticipate their needs and deliver on our promise.
• Take charge of customers in difficult situations.
• Establish and maintain trusting relationships. Foster employee development and empowerment by coaching and supporting the team to bring out their best.
• Collaborate in leading and supervising unionized personnel and third-party service providers, encouraging employees to be accountable while respecting collective agreements and company standards.
• Monitor and ensure punctuality by supervising operational processes and procedures and collaborating with team members to manage and resolve delays or issues, while supporting our safety-first culture.
• Quickly manage and resolve operational disruptions, emergencies, and customer concerns.
• Ensure daily compliance with safety protocols and Standard Operating Procedures (SOPs), thereby fostering a culture of "Safety First, Always".
• Conduct investigations at incident sites and ensure complete, prompt, and accurate reporting.
• Manage various administrative activities to support airport operations, including maintaining accurate records, preparing required documents, and preparing reports, while ensuring compliance with company policies and procedures.
• Be available to work in different airport areas as needed, and demonstrate flexibility and adaptability to meet changing operational needs. The position requires working both indoors and outdoors to meet operational needs, regardless of weather conditions.
• 24/7 active airport operations will require shift work, including weekends and holidays.

Qualifications

• High school diploma, minimum, or equivalent experience in an operational environment.
• At least two years of experience in a leadership position, or equivalent experience in an operational environment.
• Valid driver's license and ability to obtain a Security Identification Display Area (SIDA) identification card with ramp vehicle operation permit.
• Hold a valid passport for travel (including international travel of more than one day) as needed.
• Ability to obtain airport-specific badges and seals (Security and USCBP clearances required).
• Customs seal is required; subject to approval by U.S. Customs and Border Protection or a verified equivalent third party.
• Ability to work flexible schedules in 24-hour airport facilities, including weekends and holidays.
• Ability to walk long distances, stand for long periods, and lift at least 23 kg (50 lbs).
• 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 punctuality.
• Excellent oral and written communication skills to interact effectively with team members, customers, and other stakeholders.
• Ability to problem-solve and make decisions effectively in stressful situations.
• Excellent interpersonal skills (within the organization and team).
• Entrepreneurial spirit and autonomy.
• Sincere desire to create and promote a customer and employee experience worthy of one of the top 10 airlines in the world.
• Ability to build trust and rapport with frontline employees while providing performance coaching.
• Energetic, persistent, and business-focused attitude.
• Ability to adapt to new technologies and share knowledge accordingly.
• Proven punctuality and reliability to foster the team's overall success in a fast-paced environment.

Note: Non-citizens holding employment authorization documents and Alien Registration Receipt Cards (Green Cards) may not be eligible for a customs seal. Please consult the U.S. Customs and Border Protection website for eligibility information https://www.cbp.gov/travel/ebadge-trusted-worker-program.

Employment Conditions

• Candidates must be eligible to work in the country concerned at the time a job offer is made 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 resolutely committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications so 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 applicants for their interest, but only those selected for an interview will be contacted.