Client services manager Jobs in Surrey, BC

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. Airline Client Relations, within the Airport Capacity and Partner Relations department, serves as the primary operational liaison between YVR and its airline and ground handling partners. The team builds and maintains strong stakeholder relationships, facilitates collaboration on operational initiatives, coordinates communication on service changes and infrastructure projects, and resolves operational issues to support safe, reliable, predictable and resilient airport operations. By aligning partner needs with YVR's strategic objectives, Airline Client Relations drives operational excellence, enhances the passenger experience, and supports the airport's long-term growth and capacity goals.

Position overview:

We have a permanent, full-time opportunity for Coordinator, Airline Client Relations to join our Airline Client Relations team. Reporting to the Manager, Airline Client Relations, the successful candidate serves as the primary liaison for airline and ground handler management at YVR, building strong partnerships and supporting operational readiness to set each day up for success. They respond to operational and non-operational inquiries, serve as an escalation point for issues requiring broader coordination, and work with YVR departments and partners to resolve challenges and improve processes. Through ongoing engagement and collaboration, they help maintain service standards and strengthen the overall customer experience.

Key responsibilities include:

• Liaise daily with airlines, and ground handlers, ensuring positive partnerships and addressing operational and non-operational issues while fostering a collaborative approach with airline management and business partners.
• Facilitate meetings, exchange information among business partners, and report action items to YVR departments.
  Participation in the creation, development and management of the Airline and Business partner cross departmental data base.
• Collaborate with stakeholders to create, publish, and maintain SOPs for airline operations, ensuring compliance and supporting various departmental initiatives.
• Support the onboarding of new airlines at YVR, ensuring all start-up requirements are met and coordinating with internal departments.
• Participate in cross-functional projects, represent airline interests, support partnerships, and coordinate facility tours for business partners.

Key qualifications include:

• Five years’ recent experience in aviation transportation or professional customer service client relationship roles supplemented by a two-year diploma or certificate from technical or community college in Airport Operations or an equivalent combination of education, skills and relevant experience.
• Knowledge of aviation facility environment; knowledge of airline operations is an asset.
• Proven relationship skills including the ability to organize and facilitate effective communication between multiple stakeholders.
• Strong decision-making skills with the ability to think creatively and work with ambiguity.
• Proven ability to work with minimal supervision/direction.
• Excellent computer skills and proven competency with Microsoft Office 365 programs including SharePoint.
• Excellent communication and written communication skills.
• Proficient in a second language (French or other language) is an asset.

Although not required, French language skills are an asset as we are committed to providing bilingual services to our visitors and passengers.

This position is open to both Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

Salary Range : $71,560 to $93,525 per annum, based on 37.5-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity. At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at https://careers.yvr.ca/benefits

Who We Are

YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at careers@yvr.ca.