Chief of Operations - Cabins

To belong to Air Canada is to belong to a Canadian symbol, Air Canada recently voted best airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

This position involves planning and delegating daily tasks for the Cabin Environment Quality team, while ensuring effective communication with stakeholders to provide excellent customer service. Responsibilities include coordinating operational activities, managing staff deployment, and resolving issues related to cabin service and maintenance activities. The position also involves ensuring compliance with safety standards, fostering a collaborative work environment, and supporting process and performance improvement.

Responsibilities

• Effectively plan and delegate daily tasks for airport ground services personnel using automation tools.
• Work as a team on the deployment of unionized personnel in a dynamic, fast-paced airport environment. Communicate effectively with internal and external stakeholders to achieve excellence in customer service.
• Actively contribute to operational safety by ensuring the safety performance of Cabin Service personnel, including organizing safety briefings and ensuring employees comply with safety SOPs and PPE requirements.
• Foster a satisfying work environment, improve service quality and positive financial results for the station and the Company.
• Coordinate operational activities with lead agents.
• Oversee staff deployment in coordination with Operations Managers – Resource Deployment and lead agents, and ensure efficient management and allocation of facilities and equipment.
• Anticipate, identify, and resolve service and operational issues, addressing results from a performance perspective by applying established service, safety, and operational standards, while exercising good judgment to make decisions to manage disruptions, staffing issues, and customer recovery.
• Assume responsibility for operational performance, including service delivery, safety compliance, staffing efficiency, and punctuality in Cabin Environment Quality activities.
• Manage staffing resources responsibly by monitoring overtime use, identifying trends and root causes, and implementing corrective actions to balance operational needs and cost control.
• Contribute to controlling operating costs through responsible workforce planning, overtime monitoring, and proactive punctuality management.
• Lead local initiatives, as appropriate, to improve processes and performance standards.
• Prepare reports on audit execution (e.g., investigate quality assurance audit deficiencies and implement corrective actions).
• Inform staff daily of operational requirements and changes.
• Understand, interpret, and communicate key performance indicators and station results regarding operations, safety, customer satisfaction, and workforce utilization.
• Ensure individual performance management, identify development needs, and manage unsatisfactory performance, using coaching and guidance, and applying disciplinary measures.
• Communicate changes to policies and procedures to staff.
• Ensure consistent application of service standards through active observation, coaching, and feedback provided in the field.
• Maintain good relations with the union and recognize its leadership.
• Participate in management team decisions regarding station activities (e.g., operations, labor relations, safety).
• Record information to measure operational performance, including service and safety.
• Conduct various performance audits (e.g., pre-quality assurance audits, security search audits).
• Coordinate with other Customer Service Managers and Resource Managers during shift changes.
• Identify, recommend, and implement required improvements and changes to processes and procedures to better ensure compliance with operational and service standards.
• Understand and communicate information from various sources to staff, such as Corporate Affairs, In-flight Service, Marketing, and Sales, to ensure potential operational impacts are detected and action is taken accordingly.

Qualifications

• Certificate or post-graduate diploma in aviation management, operations management, or an equivalent combination of training and experience in operational leadership.
• At least three years of experience in airport operations in a supervisory role.
• Strong interpersonal skills and problem-solving ability.
• Proven ability to work under pressure and manage stressful situations; ability to maintain a flexible attitude.
• Demonstrated ability to lead front-line operational teams, with experience working in a unionized environment.
• Clear interest in customer service and experience in the field.
• Strong commitment to teamwork.
• Excellent oral and written communication skills.
• Availability to work days, evenings, nights, and weekends.
• Proficiency in using various computer systems, including Microsoft Office applications.
• Ability to obtain a Restricted Area Identity Card (RAIC) after hiring.
• Valid driver's license and ability to obtain an Airside Vehicle Operator's Permit (AVOP).
• Knowledge of airport methods and operating procedures, an asset.
• Knowledge of Cabin Environment Quality standards and processes, an asset.
• Proven punctuality and reliability to promote overall team success in a fast-paced environment.
• Travel may sometimes be necessary.
• Bilingualism (French and English), preferred.

Employment Conditions

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining any necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

All things being equal, 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 workplace that values the unique contribution of our employees to the success of our company.

As an employer that guarantees equal access to employment, we encourage the most diverse applications to be able to equip ourselves with a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.

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