Job Summary

Based in Thunder Bay, ON, and reporting to the Director of Commercial Operations (DCO), the SOCC Duty Manager is responsible for the leadership, supervision, and performance management of Systems Operations Control Centre (SOCC) employees and Sioux Lookout Station Operations Coordinators (YXL STOC). This position provides operational oversight of daily network activities while ensuring effective coordination across all departments to maintain safe, efficient, and reliable airline operations.

Working in collaboration with the Director of Flight Operations (DFO), the SOCC Duty Manager ensures compliance with Transport Canada Flight Following requirements, Crew Duty Day regulations, and all applicable operational and regulatory policies and procedures.

Key Duties and Responsibilities

Operational Leadership

- Oversee real-time day-to-day network operations and collaborate with the Network Operations Coordinator to manage and implement irregular operations (IROPs) recovery plans.
- Monitor operational performance and identify issues requiring corrective action.
- Manage staff scheduling and reacting to challenges and arranging appropriate operational coverage as required.
- Coordinate cross-departmental communication to support safe and efficient airline operations.
- Work closely with the Charter Department and Network Operations Coordinators to review and approve aircraft scheduling requirements and provide day-of-operational support.
- Provide operational and departmental updates to senior leadership as required.
- Ensure compliance with Transport Canada regulations, company policies, and operational procedures.

Team Leadership and Performance Management

- Coach, mentor, and supervise SOCC personnel in the performance of their duties.
- Develop, maintain, and publish employee schedules ensuring staffing levels are sufficient to support operational requirements in consultation with the DCO and DFO.
- Continuously monitor employee performance, identify development opportunities, and implement performance improvement plans where necessary.




- Establish departmental goals and objectives and ensure employee performance aligns with organizational expectations.
- Conduct performance evaluations, annual reviews, and ongoing coaching sessions.
- Foster a positive, respectful, and collaborative work environment that supports employee engagement and operational excellence.
- Lead recruitment activities, employee onboarding, training coordination, disciplinary actions, employee development initiatives, and offboarding.

Training and Compliance

- Ensure all SOCC employees complete initial and recurrent training within established timelines.
- Develop and maintain employee training plans to ensure Company and regulatory requirements are met.
- Oversee the training orientation and onboarding process for new staff members.
- Maintain accurate training records and ensure operational readiness of all team members.

Problem Solving and Continuous Improvement

- Address operational and employee concerns in a timely and professional manner.
- Troubleshoot operational software, office equipment, and backup power system issues as required.
- Develop and implement solutions to improve departmental efficiency and effectiveness.
- Demonstrate autonomous leadership and sound decision-making with minimal direct supervision.
- Identify opportunities for process improvements and operational enhancements.

Customer Service and Company Values

- Promote and uphold Wasaya Airways’ Customer Care Commitments for both internal and external customers.
- Build and maintain positive working relationships with employees, stakeholders, customers, and business partners.
- Perform additional duties and responsibilities as assigned.

Experience

- Minimum three (3)



years of experience in commercial airline operations, flight dispatch, network operations, airport operations, or a related operational environment.
- - Previous supervisory or leadership experience is preferred. Equivalent combinations of education, training, and experience may be considered.

Knowledge, Skills, and Abilities

- Robust leadership, coaching, and team development skills.
- - Ability to organize, prioritize, assign, and monitor work effectively.
- Excellent problem-solving and decision-making abilities in a fast-paced operational environment.
- Strong negotiation, conflict resolution, and interpersonal skills.
- Excellent verbal and written communication skills.
- High level of attention to detail and organizational ability.
- Proficiency in Microsoft Office applications, email, and internet-based systems.
- Ability to work independently and collaboratively within a team environment.
- Professional, tactful, and diplomatic approach when dealing with employees and stakeholders.
- Knowledge of First Nations organizations and communities is considered an asset.
- Ability to communicate in Oji-Cree or Ojibway is considered an asset.

Physical Requirements

- Ability to lift and/or move up to 20 lbs. (9 kg).
- Ability to sit for extended periods while using computers and communication systems.
- Manual dexterity required to operate desktop computers, keyboards, telephones, and related office equipment.

Key Competencies

- Operational Leadership
- - Airline Operations Knowledge
- Crew Resource Management
- Critical Thinking and Decision-Making
- Employee Development and Coaching
- Communication and Stakeholder Management
- Conflict Resolution
- Regulatory Compliance
- Customer Service Excellence
- Planning and Organization

Wasaya Airways LP thanks all applicants for their interest but only those selected for an interview will be contacted. Upon request, accommodations are available throughout the selection process.

Wasaya gives preference to Indigenous peoples.

📌 SOCC Duty Manager (YQT) (Thunder Bay)
🏢 Wasaya Airways
📍 Thunder Bay