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Manager, Operations Customer Service - 26920

Location: TORONTO, ON, Canada
Posting Start Date: Oct 14, 2021
Posting End Date: Oct 21, 2021


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Manager Operations, Airports is responsible and accountable to successfully plan, organize, and oversee the day-to-day operations associated with Air Canada’s YYZ Hub and more specifically its Safety compliance and Customer Experience Delivery; as it pertains to Airside Operations, Baggage, Connections and In-Termainal Operations.

  • Safety First and Always.
  • Provide leadership to frontline management teams (Customer Experience Managers) to ensure the implementation, maintenance and improvement of procedures and processes to achieve excellent customer service standards.
  • Ensure Safety, Security and Service standards are observed, monitored and practiced consistently including the application of the Emergency Response and Environmental Plans.
  • Ensure compliance with standards of IOSA, SMS and other applicable authorities. 
  • Play key role in development and operationalize the Station Safety Plan. 
  • Conduct self-audits on regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures.
  • Work in a close partnership with Airport Safety Team, Airport Authority, 3rd Party Vendors and other airport tenants to meet operational requirements.
  • Develop solid relationships with all station departments and work collectively to achieve station objectives.
  • Communicate with employees on a regular basis to keep them up-to-date and knowledgeable of new products, performance (service and operational) issues and branch objectives. 
  • Recognize and acknowledge employees who consistently delivery services excellence.
  • Drive front line employees to consistently deliver good management of airport operations and work towards station and company KPI (Key Performance Indicators) such as but not limited to:
    • Net Promoter Score;
    • Missing baggage;
    • On-Time Performance;
    • Complaint reduction, commendation increases;
    • Irregular operation handling.


  • Fly every mile in our customers shoes; 
  • Demonstrate compassion and ability to advocate for employees and customers;
  • Conduct all customer and employee communictaions with Care & Class; 
  • Understanding of Federal regulations (TC, COSH, CARS)  risk assessments an asset;
  • Strong leadership, negotiation and communication skills with excellent conflict resolution skills.;
  • Ability to work long and irregular hours;
  • Team Player;
  • Must demonstrate solid operational background;
  • Good computer skills;
  • Experience in unionized environment;
  • Track record of delivering on station company objectives; 
  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibly of the candidates applying for this position.
Linguistic Requirements

Based on equal qualifications, 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 work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

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