Operations Manager - Airports - SFO

Socket.dev; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Air Canada seeks an Operations Manager – Airports to lead airport station operations and deliver best-in-class customer experiences across multiple areas, including ground handling, baggage services, and in-terminal operations. You will drive safety, performance, and employee development while ensuring on-time performance and strong partner relationships.

The role requires managing 24-hour operations, shift work, and weekend coverage, with a focus on leadership, collaboration, and adapting to

Qualifications

• Two years of people management experience.
• Ability to manage front-line teams in airport operations.
• Strong customer service orientation and crisis handling.

Responsibilities

• Represent the brand and drive customer service excellence.
• Anticipate customer needs and deliver on promises.
• Care for customers in difficult situations with empathy.
• Coach and develop front-line staff to perform at their best.
• Oversee airport station operations and schedules.
• Work indoors and outdoors across weather conditions.
• Support 24-hour operations including shift work, weekends, and holidays.

Skills

People management

Leadership

Customer service

Decision making

Education

High school diploma

Job description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

As an Operations Manager - Airports, you will play an important leadership role in our ambition to become a top ten global airline. Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.

The Customer Experience Manager role will provide the opportunity to work in various areas such as: Station Operations, Airside/Ramp/Apron Operations, Baggage Services, & In-Terminal Operations as well as interactions and oversight over Third Party service vendors (GHAs). In all areas you will be managing both our customers experience and providing leadership to our front-line employees.

Responsibilities:

• Representing our brand and company vision for customer service excellence.
• Understanding our internal and external customers by anticipating needs and delivering on promises.
• Caring for our customers in difficult situations.
• Building and nurturing trusting relationships. Fostering employee development by empowering, coaching, and supporting our team to be their very best.
• Overseeing the airport station operation.
• Working indoors and outdoors to support operational needs, in any type of weather conditions.
• 24-hour Airport operations will require shift work/weekends and holidays.

• Possess at least a high school diploma.
• A minimum of two years previous people management experience.
• Possess a valid driver's license.
• Valid passport to travel (including overnight international trips) as needed.
• Managerial courage to make difficult decisions to ensure operational integrity, safety, and an on-time performance.
• Ability to work flexible schedules (24-hour Airport Operation/ Shift work/Weekends and Holidays).
• Ability to successfully obtain Airport specific badging and seals (Security clearance and USCBP clearance required).
• Ability to lift 50lbs.
• Ability to walk long distances and stand for long periods.
• Effective decision-making in a timely manner during stressful situations.
• Strong interpersonal skills (organizational, team oriented & focused).
• Entrepreneurial & self-managed abilities.
• A genuine passion for creating and leading a global top ten Airline customer and employee experience.
• Ability to develop trust and rapport while providing performance coaching to front-line employees.
• An entrepreneurial, energetic and tenacious attitude.
• Ability to adapt to new technology and to share that knowledge.
• Customs Seal required and is subject to approval by U.S. Customs and Border Protection and/or third-party equivalent.
• Security clearance and USCBP clearance required.

Note: Non-citizens with Employment Authorization Documents (EADs) and Permanent Residence Cards (Green Cards) may not be eligible to obtain a Customs Seal. Please consult 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 of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, 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 work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.