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. 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. 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.

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. In collaboration with other operational managers, mitigate performance issues, including determining developmental needs and unsatisfactory performance, through coaching, guidance, and disciplinary measures.



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 on-site incident investigations and ensure complete, prompt, and accurate reporting.

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. Participate in emergency response training.

Communicate in a quick-paced environment via internal chat, phone, radio, and email.



Stay up to date regarding annual recurring training. Be available to work in different airport sectors as needed, and demonstrate flexibility and adaptability to meet changing operational needs.

Excellent oral and written communication skills to interact effectively with team members, customers, and other stakeholders. Customer orientation and commitment to delivering high-quality service. Ability to work shifts in 24-hour airport facilities, including weekends and holidays.

Ability to walk long distances frequently. Excellent understanding of airport operations and airside operations, an asset.

Experience working with unionized personnel and understanding of collective agreements, an asset. Knowledge of safety protocols and standard operating procedures (SOPs), an asset. Mastery of Microsoft Office suite and familiarity with various systems and programs used in the airline industry, an asset. Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining work permits, visas, or other necessary authorizations.

Language

RequirementsAll else being equal, preference will be given to bilingual candidates. Diversity and InclusionAir Canada is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that showcases the unique contribution of our employees to our company's success. As an equal opportunity employer, we encourage diverse applications so that we can have a workforce that is varied and representative of our customers and the communities where we live and serve.

📌 Airport Operations Manager - Terminal (Winnipeg)
🏢 Air Canada
📍 Winnipeg