Manager, Operations Control Centre - Cargo

Air Canada•Toronto, ON

4d•Onsite

About The Position

The Manager, Operations Control Centre – Cargo is the single point of accountability for the real-time and near-term (1 day to 3 months) performance of cargo movement through Canadian hubs. This is a cargo-first leadership position focused on the seamless flow of freight. The candidate owns the operational oversight for inbound, outbound, and connection traffic, with direct responsibility for safety, productivity, financial performance, labor planning, and service delivery within Canada. The role leads a 24/7 Control Center team to pre-empt disruptions, resolve crises (e.g., cargo system outages, ramp congestion, customs holds), and optimize throughput while protecting revenue potential and shipment integrity.

Requirements

Deep understanding of air freight handling: ULD builds, piece-level acceptance, screening, bond storage, transshipment documentation, and truck-to-freighter transfers.
Proven ability to lead under pressure: handling diversions, cooler failures, or broad load plan errors, and directing cross-functional recovery efforts decisively.
Strong data and systems proficiency: Advanced Excel, Power BI (dashboards), and cargo management systems.
Knowledge of regulations: IATA Cargo Handling Manual (ICHM), Perishable Goods Regulations (PCR), Live Animals Regulations (LAR), and CBSA ACROSS/ACI eManifest protocols.
Process improvement experience: Lean/Six Sigma Green or Black Belt (using tools like VSM, PDCA, 5S, and Kanban for ULD flow).
Excellent communication skills: ability to engage easily with cargo pilots, ramp agents, freight forwarders, customs officers, and senior leadership.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Bachelor’s degree in supply chain, Logistics, Aviation Management, or equivalent experience.
3+ years in air cargo operations, with at least 3 years in a hub, ramp control, or cargo network control center.
3+ years in a supervisory or management role, making real-time decisions about cargo flow: rebooking shipments, managing connections, and planning recovery from disruptions.
Proven experience leading crisis response in a cargo environment: winter storms, equipment shortages, customs strikes, etc.
Experience managing operational budgets and labor planning for a 24/7 cargo operation.

Nice To Haves

Predictive modelling for arrival volumes is a strong asset.
An MBA or graduate certificate in Operations Management is an asset.

Responsibilities

Lead the 24/7 Control Center team responsible for real-time monitoring of freighters, ground handling, and hub activities to prevent or quickly solve operational problems.
Take charge during disruptions such as adverse weather, system crashes, or equipment breakdowns, coordinating with network control, ground crews, and airline partners to protect time-sensitive shipments.
Build and execute cargo production plans using historical data, volume forecasts, and real-time hub input.
Manage resources including labor, forklifts, ULDs, and warehouse space to optimize efficiency, control costs, and meet safety and service standards.
Set up and utilize real-time dashboards and alerts to track key metrics like on-time performance, cargo throughput, and equipment/space utilization efficiency.
Produce regular reports, analyze performance deviations, and recommend corrective actions to maintain budget adherence and achieve KPIs.
Establish standard procedures for incident handling and issue escalation to ensure prompt resolution of hub problems.
Collaborate with other cargo hubs, customs, and trucking companies to streamline processes, resolve bottlenecks, and ensure regulatory compliance.
Act as a central liaison between the control center, local carriers, and government agencies like CBSA.
Work with global hub counterparts to safeguard transfer connections for containers and transshipments.
Advise the commercial team on available capacity, recovery options for premium shipments, and the feasibility of last-minute bookings.
Utilize control center data to drive continuous process improvement in hub operations, aiming for increased efficiency (e.g., reducing forklift travel time, balancing shift activities).
Deploy tools like IoT sensors and predictive analytics to anticipate arrival surges and strategically reposition labor/equipment.
Partner with IT and Engineering to automate manual workflows (e.g., exception-based alerts for misrouted shipments) and enhance centralized cargo visibility from arrival to departure.
Manage the operational budget for the control center and related hub functions, encompassing safety, productivity, labor, and service levels.
Define job requirements and develop training programs for control center staff, ensuring proficiency in crisis management, cargo systems, and stakeholder communication.
Own planning for peak seasons (e.g., Q4 holiday surge), including staffing models, vendor capacity, and contingency plans for weather or labor disruptions.