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Air Canada · 1 day ago

Manager, Airport Operations

Washington, DC

Full-time

Onsite

Mid Level

Air Canada is an iconic Canadian airline recently ranked the best in North America. The Manager, Customer Experience Airports is responsible for the day-to-day management of employees and external suppliers, ensuring operational decisions and activities deliver a safe customer experience while meeting operational and financial objectives.

AerospaceTransportationTravel

Responsibilities

Ensures Safety, Security and Customer Service standards are observed, monitored, and practiced consistently

Acts as a role model for safety awareness in compliance with government and company safety standards, regulations, and compliance with standards of IOSA, SMS and other applicable authorities

Anticipates, identifies and resolves service and operational problems with a results-oriented approach to Safety, Security and Performance

Plans, organizes, manages and enhances Airport Customer Experience functions including Passenger, Aircraft and Baggage Services

Manages effective deployment of staff to support Customer Experience and on-time performance

Provides leadership to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and performance standards

Monitors and authorizes airport expenses

Liaises with other functional work groups, contract carriers and Star Alliance partners to perform with efficiency and effectiveness

Communicates with staff on a regular basis to keep them informed and knowledgeable of new products, performance issues and branch objectives

Guides the staff, counsels and motivates his team through example and be accountable for their performance

Recognizes and acknowledges employees who consistently deliver excellent customer service

Documents and takes corrective action to address employee(s) poor performance according to accepted guidelines/procedures

Establishes and maintains a professional relationship with Union representatives

Works in close partnership with the Airport Authorities, TSA and USCBP

May be required to work outside under any weather conditions

Other duties as required

Qualification

Employee managementAnalytical skillsOrganizational skillsDecision makingCustomer serviceRisk assessmentComputer skillsPunctualityInterpersonal skillsWork under pressureFlexibility