Chief Operating Officer - Airports - EWR

AIR CANADA; Newark (NJ); On-site; USD 150,000 - 230,000; Full time

Job summary

Air Canada is seeking an experienced Airport Chief Operating Officer to lead complex airport operations across station, ramp, baggage and terminal areas. You will supervise front-line teams, ensure safety, punctuality, and service quality, and partner with third-party providers to deliver a seamless customer experience.

The role requires 24-hour coverage, weekend and holiday work, and the ability to obtain necessary badges and clearances.

Qualifications

• High school diploma or equivalent.
• At least two years in a leadership role in an operational environment.
• Valid driver's license and ability to obtain SIDA badge with ramp vehicle operation permit.
• Hold a valid passport for travel (including international travel).
• Ability to obtain airport-specific badges and seals (Security and USCBP clearances).
• Flexibility to work 24/7, including weekends and holidays.

Responsibilities

• Lead and supervise daily complex airport operations activities across station, ramp, baggage, and terminal areas.
• Represent Air Canada and uphold customer service excellence.
• Anticipate customer needs and deliver on the promise with a trusted team.
• Handle difficult customer situations and ensure timely, safe resolutions.
• Coach and empower frontline employees; align with unionized personnel and third-party providers.
• Monitor procedures to ensure punctuality and safety, managing disruptions and incidents.
• Maintain accurate records and reports; ensure compliance with company policies and SOPs.

Skills

Leadership

Team management

Coaching

Communication

Decision making

Education

High school diploma or equivalent

Job description

Belonging to Air Canada is about belonging 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.

As Airport Chief Operating Officer, 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 position of Airport Chief Operating Officer 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 of these areas, you will be responsible for managing the customer experience and providing leadership to our frontline employee team.

Responsibilities:

• Lead 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. Foster employee development and empowerment by coaching and supporting the team to bring out their best.
• Collaborate in the direction and supervision of unionized personnel and third-party service providers, and encourage 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 culture of safety first.
• Manage and quickly 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 incident scene investigations, and ensure complete, timely, and accurate reporting.
• Manage various administrative activities to support airport operations including maintaining accurate records, preparing required documents and reports, while ensuring compliance with Company policies and procedures.
• Be available to work in various 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-hour 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 required.
• 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 equivalent third party.
• Ability to work flexible hours in permanently open airport facilities (24 hours), 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 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 good rapport with frontline employees while providing performance coaching.
• Energetic and tenacious business-focused attitude.
• Ability to adapt to new technologies and share knowledge thereof.
• Proven punctuality and reliability to foster overall team success in a fast-paced environment.

Note: Non-citizens holding employment authorization documents and alien registration 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).

Conditions of employment:

• Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining the necessary work permits, visas, or other authorizations. Proof of eligibility must be provided prior to the start date.

Language Requirements

Equal skills 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 workplace that highlights our employees' unique contribution to our business 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 applicants for their interest, but only those selected for an interview will be contacted.