Belonging to Air Canada is about belonging to a Canadian symbol, Air Canada recently voted best airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

As an Airport Operations Manager - Terminal, you will play an important leadership role in bringing to life our ambition of being recognized as one of the top 10 airlines in the world, by directing day-of operations so that activities are carried out efficiently and safely. Your priority will be to ensure that the airline meets or safely exceeds customer expectations regarding their experience with Air Canada in the various terminal areas, including boarding gates and check-in counters.

Your priority will be to create a safe, positive, and supportive environment in which your leadership empowers members of our unionized team (IAMAW and Unifor) to excel. By coaching your team empathetically with a focus on their development and building trust, you will enable them to exceed customer expectations and maintain our warm sense of hospitality.

Responsibilities:

- Be responsible for leading the complex daily activities of airport operations, with care and class, in the assigned sector, including check-in counters, boarding gates, and checkpoint areas, to ensure smooth and efficient flow.
- Ensure that unionized team members perform their tasks in their assigned sector.
- Ensure daily compliance with safety protocols and standard operating procedures (SOPs), thereby fostering a safety-first, always culture.
- Represent the Air Canada brand and the company's vision for customer service excellence, reflecting our commitment to a warm welcome and representing our country with pride.




- Collaborate in leading and supervising unionized personnel, and encourage employees to be accountable for their actions while respecting collective agreements.
- Play an influential role in fostering a sense of responsibility among personnel, and empower employees to use their judgment and experience to do what is right when needed.
- Participate in regular feedback sessions with team members to foster team collaboration and the United to Succeed behavior.
- In collaboration with other operational managers, mitigate performance issues, including determining developmental needs and unsatisfactory performance, through coaching, guidance, and disciplinary measures.
- Perform audits to ensure uniform compliance with safety guidelines, standard operating procedures (SOPs), and service standards, in order to identify root causes of weaknesses and take effective corrective actions.
- Promote and enhance the safety culture in all spheres of operations by encouraging proactive reporting and quickly managing incidents using reports from Air Canada's Safety Management System hosted in the Aviation Quality Database (AQD).
- Monitor and ensure on-time performance by supervising operational processes and procedures and collaborating with team members to manage and resolve delays or issues, while supporting our safety-first culture. Manage and resolve operational disruptions, emergencies,



and customer concerns quickly.
- Step in to manage and de-escalate situations when passenger issues arise, ensuring a positive resolution while respecting Air Canada's safety policies and standards.
- Treat passengers with care and class, providing exceptional customer service consistent with Air Canada's commitment to a warm welcome.
- Provide high-quality, safe customer service, particularly in cases of operational irregularities (delays, cancellations, denied boarding, etc.), respecting national laws, Canadian laws, and internal policies and procedures.
- Conduct in office incident investigations and ensure complete, prompt, and accurate reporting.
- Coordinate day-to-day ad hoc activities with the Station Ground Services Specialist as needed, especially during operational irregularities.
- Monitor and optimize results and take corrective action in collaboration with all relevant stakeholders, as applicable.
- Collaborate regularly with other departments and suppliers to meet service and operational requirements.
- Properly assess passengers based on circumstances and standard operating procedures (SOPs) (unruly passenger, medical situation, etc.).
- Stand and walk long distances throughout the terminal frequently.
- Adapt to new concepts, technologies, and processes as the industry evolves, embracing change and leading by example.
- Participate in emergency response training.
- Communicate in a fast-paced environment via internal chat, phone, radio, and email.
- Brief unionized team members on new standard operating procedures (SOPs) and ensure they are implemented.
- Stay up to date regarding annual recurring training.<

📌 Airport Operations Manager (Dorval)
🏢 Air Canada
📍 Dorval