Airport Operations Service Manager - LAX

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

Belonging to Air Canada is to belong to a Canadian symbol, 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.

The Airport Experience Service Manager is responsible for the daily management of staff, ground handling personnel, and external suppliers. They oversee operational decisions and coordinate all activities to ensure safe customer service delivery while meeting operational and financial objectives. The successful candidate directs all employees so that they fulfill their roles and responsibilities and meet performance requirements to make Air Canada the carrier of choice.

Responsibilities

• Manage the daily activities of the station. Work in compliance with the Safety Management System (SMS) and other competent authorities by establishing a strong partnership with the Airport Security team.
• Ensure compliance, monitoring, and uniform enforcement of customer service, security, and safety standards.
• Serve as a role model regarding safety considerations, in compliance with Company and public authority safety standards and rules, IOSA standards and SMS standards, as well as those of other competent authorities.
• Anticipate, identify, and resolve service and operational issues by adopting a results-driven strategy regarding safety, security, and performance.
• Provide operational leadership and supervision of various airport functions to contribute to the implementation of efficient, safe, and customer-focused operations. Tasks require a visible presence throughout the airport environment, including terminals, boarding gates, ramp areas, and other operational sites, and require frequent walking, standing for long periods, and exposure to various weather conditions.
• Plan, organize, manage, and improve Customer Experience – Airports functions, including Passenger Services, Ramp Services, and Baggage Services.
• Manage the effective deployment of employees to support the Customer Experience and on-time performance.
• Provide leadership to ensure the implementation, maintenance, and improvement of procedures and processes to achieve or exceed customer service performance levels and standards.
• Monitor and authorize airport-related expenses while seeking cost-containment opportunities to mitigate ongoing operating expenses and respect budget constraints.
• Liaise with other functional workgroups, contract carriers, and Star Alliance business partners to ensure efficiency and effectiveness.
• Communicate regularly with employees to keep them informed of new products, performance issues, and management objectives.
• Lead staff, provide guidance, and motivate team members by setting an example and taking responsibility for their performance.
• Show appreciation for employees who consistently deliver excellent customer service.
• Document cases of poor employee performance and take corrective action consistent with accepted guidelines and procedures to correct them.
• Establish and maintain professional relationships with Union representatives.
• Work closely with airport administrations, the Transportation Security Administration (TSA), and the U.S. Customs and Border Protection (USCBP).
• Support 24/7 airport operations and be available to work a flexible schedule, including evenings, weekends, holidays, and irregular hours based on operational needs.

Qualifications

• High school diploma or minimum equivalent experience in an operational environment.
• At least five years of experience in airport operations, including direct supervision of employees in a fast-paced environment; experience in a leadership position within a unionized workplace is an asset.
• 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 and is subject to approval by the U.S. Customs and Border Protection or an equivalent third party.
• Ability to walk frequently over long distances and stand for long periods.
• Strong analytical, planning, and problem-solving skills, and ability to assess risks, prioritize, and respond effectively to operational challenges.
• Excellent interpersonal skills and ability to collaborate effectively with employees, Union representatives, third-party suppliers, airport administrations, regulatory agencies, and business partners.
• Strong knowledge of airport operations, including customer service, ramp operations, and passenger service within a complex airport environment.
• Proficiency in Microsoft Office applications and airport operational systems.
• Proven ability to lead in a complex, fast-paced, 24/7 operational environment, balancing competing priorities and responding effectively to operational challenges as they arise.
• Proven punctuality and reliability to foster the team's overall success in a fast-paced environment.

Note

Non-citizens who hold employment authorization documents and Alien Registration Receipt Cards (Green Cards) may not be eligible to obtain 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 necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Salary

The salary range for this position is $90,000 - $100,000 USD US dollars. The starting salary will be determined based on experience and qualifications.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly 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 to 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.