Airport Operations Manager - LGA

AIR CANADA; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Air Canada in New York seeks an Airport Operations Manager to lead complex, 24/7 airport activities and elevate the customer experience across terminal, baggage, ramp, and station operations.

You will supervise frontline staff, coordinate with third-party providers, and enforce safety, SOPs, and regulatory compliance while delivering reliable operational performance in a fast-paced, guest-focused environment.

Qualifications

• High school diploma or equivalent experience in an operational environment.
• Minimum of two years in a management position or equivalent operational leadership.
• Valid driver's license and ability to obtain SIDA badge with ramp vehicle privileges.
• Passport for travel as needed.
• Ability to obtain airport badges and security clearances.
• Willingness to work flexible hours at a 24/7 facility.

Responsibilities

• Direct and supervise daily complex airport operations activities.
• Represent the Air Canada brand and uphold customer service excellence.
• Coach and empower frontline employees.
• Coordinate with unionized staff and third-party providers.
• Ensure punctuality and manage delays while maintaining safety culture.
• Investigate incidents thoroughly and prepare required reports.

Skills

Leadership

Team management

Customer service

Safety protocols

Problem solving

Communication skills

Education

High school diploma or equivalent

Job description

Belonging to Air Canada is to belong to a Canadian icon, 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 Airport Operations Manager, you will play an important leadership role in realizing 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 and be able to anticipate and meet our customers' needs, while proactively and empathetically coaching our team.

The Airport Operations Manager 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 daily 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. Promote employee development and empowerment by coaching and supporting the team to bring out their best.
• Collaborate in the direction and supervision of unionized staff and third-party service providers, and encourage employees to be accountable for their actions 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 'Safety First, Always' culture.
• Conduct thorough, prompt, and accurate investigations at incident scenes.
• 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 sectors as needed, and demonstrate flexibility and adaptability to meet changing operational needs. The position requires working 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 management 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 driving privileges.
• Hold a valid passport for travel (including international travel of more than one day), as needed.
• Ability to obtain airport-specific badges and seals (USCBP and Security clearances required).
• Customs seal is required; subject to approval by U.S. Customs and Border Protection or equivalent third party.
• Ability to work flexible hours 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, and the ability to inspire, coach, and empower employees.
• Managerial courage to make difficult 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 relations (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 and tenacious business-driven attitude.
• Ability to adapt to new technologies and share knowledge thereof.
• Proven punctuality and reliability to promote the overall success of the team in a fast-paced environment.

Note: Non-citizens who hold 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 presented and are responsible for obtaining work permits, visas, or other necessary 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.