Operations Manager Jobs

About The Position

Requirements

• Possess at least a post-secondary diploma or the equivalent operation experience;
• Possess at least two (2) years in a leadership role or the equivalent operation experience;
• Strong leadership and team management skills, with the ability to inspire, coach and empower employees.
• Managerial courage to make difficult decisions to ensure operational integrity, safety, and an On-Time Performance “OTP”;
• Excellent communication skills, both verbal and written, to effectively interact with team members, customers and other stakeholders;
• Strong interpersonal skills (organizational, team oriented & focused);
• Independent time management skills;
• Customer service orientation, with a commitment to delivering high-quality service;
• Ability to work in a 24-hour airport operation, including shift work, weekends, and holidays;
• Possess a valid Class G or Class 5 driver’s license in the province of employment;
• Ability to successfully obtain and maintain a Restricted Area Identity Card “RAIC” and an Airside Vehicle Operator’s Permit “AVOP”;
• Ability to successfully obtain and maintain a Restricted Operator Certificate “ROC” (for radiocommunications in Canada) issued by Industry Canada;
• Exhibit dynamic situational responsiveness, efficiently adapting to unpredictable changes in tasks throughout the day in a fast-paced environment;
• Problem-solving and decision-making abilities, especially in high-pressure situations;
• Ability to walk long distances frequently, lift at least 50 pounds, and drive airside vehicles under varied conditions ;
• Ability to adapt to new technology and to share that knowledge;
• Strong understanding of airport operations;

Nice To Haves

• Knowledge of the in-terminal and airside operations, an asset;
• Experience working with unionized workforces and understanding of collective agreements, an asset;
• Knowledge of safety protocols and Standard Operating Procedures “SOPs”, an asset;
• Proficiency in MS Office Suite and familiarity with various aviation systems and programs, an asset.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Responsibilities

• Accountable to lead complex daily Airport operations with care and class in assigned area, including check-in counters, gates, baggage room, ramp, Station Operations Control “STOC”, and planning, ensuring smooth and efficient functioning;
• Supporting Air Canada's customers and operational requirements by working with local external agencies, such as Canadian Air Transport Security Authority “CATSA”, US Customs and Border Protection “USCBP”, Canada Border Services Agency “CBSA”, other airport ground handlers or airlines, airport vendors, Transport Canada, etc.;
• Ensure adherence to daily safety protocols and Standard Operating Procedures “SOPs”, promoting a “safety first, always” culture;
• Represent the Air Canada brand and company vision for customer service excellence, reflecting our commitment to glowing-hearted hospitality and representing our country with pride;
• Collaboratively lead and supervise a unionized workforce, encouraging employees to be accountable for their actions while adhering to Collective agreements;
• Play an influential role in nurturing a sense of ownership across the workforce, empowering employees to use their judgement and experience to “do the right thing” when necessary;
• Engage in regular feedback sessions with team members to enhance team collaboration and foster a "win as one" mindset;
• Collaborate with other operational managers to mitigate performance issues, including identifying developmental needs and managing underperformance through coaching, counseling, and disciplinary measures;
• Conduct audits to ensure consistent adherence to safety, SOPs, and service standards, identifying root causes of vulnerabilities and implementing effective corrective measures;
• Support and enhance the safety culture by promoting safety in all operations, encouraging proactive reporting, and promptly managing incidents through the corporate Safety Management System reports housed in the Aviation Quality Database;
• Monitor and ensure On-Time Performance “OTP” by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture;
• Address and resolve operational disruptions, emergencies, and customer concerns promptly;
• Conduct investigations at the scene of an incident, ensuring thorough, timely, and accurate reporting;
• Ensure a high quality and safe level of customer service, especially in case of irregular operations (delays, cancellations, denied boarding cases, etc.) adhering to any applicable country Law(s), Canadian Law and internal policies and procedures;
• Assist in handling any customer service-related inquiries and resolving issues in a timely manner, especially during irregular operations;
• Adapt to new concepts, technology and processes as the industry evolves, embracing change and leading by example.
• Participate in emergency response trainings;
• Communicate in a fast-paced environment through internal chats, phone, radio, and e-mails;
• Responsible for briefing and implementing new SOPs with the unionized team members;
• Responsible to stay current with all annual recurrent trainings;
• Be prepared to work in different areas of the airport as required, demonstrating flexibility and adaptability to meet changing operational needs.

Benefits

• 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.