Operations Manager - Cabins

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.

This role involves planning and delegating daily work assignments for Cabin Environment Quality, ensuring effective communication with stakeholders to achieve excellent customer service. Responsibilities include coordinating operational activities, managing staff deployment, and resolving service and operational issues as it relates to cabin grooming. The role also focuses on maintaining safety standards, fostering a collaborative work environment, and supporting process and performance improvements.

Responsibilities:  

• Effectively plan and delegate daily work assignments for the airports ground handling staff using airport automation tools.
• Work within a team to deploy unionized staff in a fast paced and dynamic airport environment. Effectively communicate to both internal and external stakeholders to achieve an excellence in customer service.
• Actively contribute to operational safety by being accountable for safety performance for the Cabin Services staff, including conducting safety briefings and ensuring employees adhere to safety SOPs and PPE requirements.  
• Foster a safe and satisfying work environment, improved quality of service, and positive financial results for the station and the Corporation.
• Co-ordinate operational activities with Leads.
• Monitor deployment of staff in co-ordination with Operation Managers - Resource Deployment and Leads, as well as responsibility for the effective management & deployment of facility and equipment resources.
• Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance by applying established service, safety, and operational standards, while exercising sound judgement to make decisions to manage disruptions, staffing challenges, and service recovery.
• Maintain accountability for operational performance, including service delivery, safety compliance, staffing effectiveness, and on‑time performance (OTP) as it relates to Cabin Environment Quality operations.
• Manage staffing resources responsibly by monitoring overtime usage, identifying trends and root causes, and implementing corrective actions to balance operational needs with cost control.
• Contribute to operational cost control through responsible labour planning, overtime oversight, and proactive management of on‑time performance (OTP).
• Assume local leadership, as assigned, for specific local initiatives for process & performance improvement.
• Report on audit performance (e.g. Investigate QA audit failures, initiate corrective action).
• Keep staff informed daily of operational requirements and changes.
• Understand, interpret, and communicate Key performance Indicators and associated station results, pertaining to operations, safety, customer satisfaction, and labour utilization.
• Responsible for individual Performance Management, identification of developmental needs and management of under-performance by coaching, counselling, and disciplining.
• Communicate policies, procedures, and changes to staff.
• Ensure Service Standards are practised consistently through active observation, coaching, and feedback provided on the floor.
• Foster and maintain optimal Union relations and recognize the Union’s leadership.
• Participate in Management team decision making pertaining to station matters (e.g.: operations, labour relations, safety).
• Record information to measure the operational performance, including service and safety.
• Conduct various performance audits (e.g. QA pre-audits, security search audits).
• Responsible to co-ordinate with fellow CSM’s and Resource Managers at shift cross-over.
• Identify, recommend, and initiate enhancements and changes to processes and procedures to better support operational and service standards.
• Understand and communicate to staff information coming from various sources, such as Corporate, In-Flight Service, Marketing, Sales, to ensure potential impact to the operation is identified and acted upon. 

Qualifications

• Post-graduate certificate or diploma Aviation Management, Operations Management or equivalent combination of education and operational leadership experience.
• 3+ years of experience in airport operations in a supervisory role.
• Excellent interpersonal and problem-solving skills.  
• Recognized ability to work under pressure, handle stressful situations and maintain flexibility.
• Demonstrated ability to lead frontline operational teams with experience working in a unionized environment.
• Demonstrated interest and experience in serving the public.
• Strong commitment to teamwork.
• Excellent verbal and written communication skills.
• Ability to workday, evening, nights, and weekend shifts.  
• Proficiency in using various computer systems, including MS Office applications.
• Ability to successfully obtain a RAIC (Restricted Area Identification Card) (To be obtained upon employment).
• Valid drivers' license and ability to obtain Airside Vehicle Operators Permit (AVOP).
• Knowledge of airport processing and operations procedures an asset.
• Knowledge of Cabin Environment Quality standards and processes an asset.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
• Traveling may be required at times.
• Bilingual (French and English) preferred. 

Conditions of Employment:

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.

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.