Senior Manager Ground Operations Standards and Transformation

IATA•Montreal, QC

5d•Hybrid

About The Position

The Ground Operations team leads the development, implementation, and global adoption of industry standards and best practices that enhance safety, efficiency, innovation, and sustainability across ground operations worldwide. Our team manages a diverse portfolio of products and services, including industry-leading standards such as the Airport Handling Manual (AHM) and the IATA Ground Operations Manual (IGOM), IATA training programs, audit programs such as IATA Safety Audit for Ground Operations (ISAGO), digital solutions, and flagship industry events such as the IATA Ground Handling Conference. We are a high-performing, results-oriented team that combines energy, expertise, and a passion for operational excellence. Our diverse group of professionals, ranging from emerging talent to seasoned industry leaders, brings together collective experience in ground operations, safety management, auditing, standards development, and leadership. Together, we work with stakeholders across the aviation industry to drive continuous improvement and shape the future of ground operations.

Requirements

Bachelor's degree in Aviation management, Business Administration, Documentation Management, Operations Management, Engineering, Quality and Compliance Management, or a related discipline.
At least 7 years of experience in ground operations, with at least 3 in standards management and control, developing and managing ground operational manuals, procedures, and standards.
Proven experience in leading digital transformation initiatives involving documentation and knowledge management systems, innovation, operational excellence, or process improvement within ground operations, AI-powered knowledge systems and similar.
Experience designing KPI frameworks, performance measurement systems, and operational dashboards.
Strong technical, digital and analytical, strategic thinking and communication skills.

Responsibilities

Translate strategic direction into and roadmap for the evolution of IGOM content, global adoption, and product delivery
Execute the IGOM strategy to increase global adoption, reduce operational variations, and strengthen standardization
Establish systemic approach to variations trend and root cause analysis, to identify improvement opportunities and measuring effectiveness of annual updates
Establish & oversee effective governance for the development, review, approval, publication & lifecycle management of IGOM content
Lead risk and impact assessment for IGOM procedures and planned content changes
Establish a systematic framework for monitoring, evaluating, and managing operational variations from IGOM standards
Establish analytics and reporting systems and mechanisms to provide leadership visibility into standards performance and variation reduction initiatives
Lead the transformation of IGOM and AHM into modern digitally enabled standards, improving user experience, accessibility, and operational application
Develop a concept of digital, interactive tool, intelligent knowledge management; guidance, workflow integration, multimedia learning
Establish content architecture, metadata and document control standards
Establish tools to monitor product usage, adoption and user engagement
Simplify and automate AHM and IGOM content development, publication and maintenance processes
Establish analytics to monitor content usage, user engagement and product performance