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.

As an Operations Manager - In-Terminal, you will play an important leadership role in our ambition to become a top ten global airline, by leading protected and efficient day-of operations. Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience in the various in-terminal areas, such as gates and check-in counters.

You will be responsible for creating a safe, positive, and accountable environment where your leadership empowers our unionized team members to excel. Through empathetic leadership and a focus on developing and trusting your team, you will enable them to exceed customer expectations and uphold our glowing-hearted hospitality.

Responsibilities

- Accountable to lead complex daily Airport operations with care and class in assigned area, including check-in counters, gates, and security checkpoints, ensuring smooth and efficient functioning.
- Ensure unionized team members are attending to their tasks within their designated areas.
- Ensure adherence to daily safety protocols and Standard Operating Procedures “SOPs”, promoting a “safety first, always” culture.
- Represent the Air Canada brand and company vision for customer service excellence, reflecting our commitment to glowing-hearted hospitality and representing our country with pride.
- Collaboratively lead and supervise a unionized workforce, encouraging employees to be accountable for their actions while adhering to Collective agreements.




- Play an influential role in nurturing a sense of ownership across the workforce, empowering employees to use their judgement and experience to “do the right thing” when necessary.
- Engage in regular feedback sessions with team members to enhance team collaboration and foster a “win as one” mindset.
- Collaborate with other operational managers to mitigate performance issues, including identifying developmental needs and managing underperformance through coaching, counseling, and disciplinary measures.
- Conduct audits to ensure consistent adherence to safety, SOPs, and service standards, identifying root causes of vulnerabilities and implementing effective corrective measures.
- Support and enhance the safety culture by promoting safety in all operations, encouraging proactive reporting, and promptly managing incidents through the corporate Safety Management System reports housed in the Aviation Quality Database.
- Monitor and ensure On-Time Performance “OTP” by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture.
- Address and resolve operational disruptions, emergencies, and customer concerns promptly.
- Step in to manage and de-escalate situations when issues with passengers arise,



ensuring a positive resolution while maintaining Air Canada’s policies and safety standards.
- Treat passengers with care and class, providing exceptional customer service that aligns with Air Canada’s commitment to glowing-hearted hospitality.
- Ensure a high quality and safe level of customer service, especially in case of irregular operations (delays, cancellations, denied boarding cases, etc.) adhering to any applicable country Law(s), Canadian Law and internal policies and procedures.
- Conduct investigations at the scene of an incident, ensuring thorough, timely, and accurate reporting.
- Coordinate ad-hoc daily activities with local Station Handling Agent when needed, especially during irregular operations.
- Monitor and optimize results and implement corrective actions involving all relevant stakeholders where required.
- Cooperate with other departments and suppliers on an ongoing basis to meet service and operational requirements.
- Assess correctly passengers based on situational circumstances and SOPs (disruptive passengers, medical situations, etc.).
- Frequently stand and walk long distances within the terminal.
- Adapt to new concepts, technology and processes as the industry evolves, embracing change and leading by example.
- Participate in emergency response trainings.
- Communicate in a fast-paced environment through internal chats, phone, radio, and e-mails.
- Responsible for briefing and implementing new SOPs with the unionized team members.
- Responsible to stay current with all annual recurrent trainings.
- Be prepared to work in different areas of the airport as required, demonstrating flexibility and adaptability to meet changing operational needs.
- Demonstrate punct

📌 Operations Manager (Dorval)
🏢 Air Canada
📍 Dorval