Airport Operations & Customer Experience Leader

AIR CANADA; Los Angeles (CA); On-site; USD 90,000 - 100,000; Full time

Job summary

Air Canada seeks an Airport Experience Service Manager in Los Angeles to oversee staff, ground handling, and suppliers for safe, on-time customer service. You will lead operations across terminals and gates, ensuring compliance with SMS, TSA, and USCBP standards while managing budgets and stakeholder relations.

The role requires 5+ years in airport operations, strong leadership within a unionized setting, and a proactive, safety-focused mindset. A passport and eligibility for badges are required.

Qualifications

• High school diploma or minimum equivalent experience in an operational environment.
• At least five years of experience in airport operations with direct supervision.
• Experience in a leadership position within a unionized workplace is an asset.
• Ability to obtain airport-specific badges and seals (USCBP required).
• Strong analytical, planning, and problem-solving skills for operational challenges.
• Excellent interpersonal and collaboration skills with various stakeholders.
• Proficiency with Microsoft Office and airport operations systems.
• Proven ability to lead in a fast-paced 24/7 environment and maintain punctuality.

Responsibilities

• Manage daily station activities and ensure SMS compliance with authorities.
• Oversee customer service, security, and safety standards enforcement.
• Lead staff and coordinate with TSA and USCBP for clearances and operations.
• Provide operational leadership to Passenger, Ramp and Baggage Services.
• Monitor expenses and seek cost-containment opportunities within budget.
• Communicate with employees and union representatives about performance and objectives.
• Liaise with contractors, carriers, and Star Alliance partners for efficiency.
• Maintain a visible leadership presence across terminals and gates.

Skills

Strong analytical

Interpersonal skills

Leadership experience

Punctuality & reliability

Ability to work 24/7 schedule

Bilingual capability

Education

High school diploma

Tools

Microsoft Office

Airport operations systems

Job description

Air Canada seeks an Airport Experience Service Manager in Los Angeles to oversee staff, ground handling, and suppliers for safe, on-time customer service. You will lead operations across terminals and gates, ensuring compliance with SMS, TSA, and USCBP standards while managing budgets and stakeholder relations.

The role requires 5+ years in airport operations, strong leadership within a unionized setting, and a proactive, safety-focused mindset. A passport and eligibility for badges are required.