Airport, Operations, Management, Office, operations

Senior Manager, Airports Operations & Process Improvement - USA

Last updated: 1 week ago
Expires: 1 week ago
Job Role:
Airport, Operations, Management, Office, operations
Not specified
Aircraft type:
United States, United States Minor Outlying Islands

Job description


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.
Scope of position: 
Reporting to the Senior Director, the Senior Manager, Airport Operations & Process Improvement- USA is a critical role in supporting our Air Canada’s Corporate strategy of 6th Freedom Global Network Expansion in the vital American market. Leading the USA Airports administration and Operational Support team, this role through its various programs and initiatives will directly impact and influence the overall performance within four key areas: Customer Experience; Operational and Safety Operations; Cost Administration and Vendor Management.
This senior operational role will head up various key programs and departments within Airports USA, supporting the largest airport operations outside of Canada. This includes but not limited to: continuous improvement in operational and Commercial critical realms;  Airports USA Regulatory – Security program;  OTP and ECX initiatives; leading the vendor management and Ground Handling oversight of all Third Party vendors – including support for all Safety Critical ASO / ITO initiatives; responsible for the entire Airports USA centralized Administration to include: Ground Handling and Airport Authority expenditures, special services; resource administration for are all USA staffed stations. 
Acts as the key corporate / Sr. Dir delegate serving on various committees and boards with several AC HQ and external departments; this includes but is not limited to:  Global OTP (CSI), Global Baggage (ECX Disruption), Centre of Excellence, liaison with AC HQ OPS and Regional Express, Strategic Procurement, as well as, coaching and counseling USA Sr Management to ensure that Branch and Station specific goals are met. Also has the direct oversight of all USA Airports – UA Enhanced Joint Venture, and Star Alliance Relationship in operationalizing this critical venture. 

Budget accountability CAD$70 - $75 million 
Key Function & Accountabilities:  
  • Critical role supporting 6th Freedom expansion in our most important market the USA; heads and provides oversight for several key Airports USA programs.   
  • Oversees and provide direction to USA Sr Dir of overall Airport Operations process improvements, and initiatives working with key internal and external stakeholders, Regional Carriers, and various AC branches, focusing on operational effectiveness, cost containment and avoidance, and customer centric KPIs 
  • Heads a team that provides oversight of all USA Airports Resource Administration, Deployment and on boarding at 12 Air Canada staffed stations: 600+ IBT employees, 75+ Mgt. This includes being accountable for the USA Airports Dependability Program 
  • Leads the USA Airports representation within the Labor Union – Mgt quarterly meetings; main contact for all operational reviews and assessments related to staffing, scheduling and grievance management 
  • Will lead the biweekly USA Airports – Network Planning review, facilitating revenue growth opportunities, vulnerabilities as well as overall operational capacity. Key for expansion of routes and seasonality influx in critical markets 
  • Heads up the biannual Unstacking Network Planning – USA Airports review 
  • Leads Airports USA OTP program, facilitating weekly and monthly reviews, aligning with Airports NA Master Plan (AMP), as well as Corporate monthly review headed by SVP Operations. Provides documented continuous improvements plans to the Sr. Airports USA mgt team at all 55+ stations 
  • Responsible for USA Airports AMP objectives and initiatives related to Administration and Cost Control
  • Responsible for budget review and submission for all Third-Party Ground Handling expenditures
  • Responsible for budget review and submission of all Airport Authority expenditures 
  • Responsible for executing the overall performance of Ground Handling agencies for USA airports.  Through the vendor mgt and assessment programs, will lead GHA HQ national oversight.  Key focus for this role will be contractual renewals, building partnerships with external providers and facilitating a loyalty program for Air Canada
  • Key point of contact for Strategic Procurement in leading all Ground Handling safety and operational assessments at HQ level to ensure adequate support and oversight is present for regional / local operations for start-ups, as well as new vendor selection. Will serve as Airports USA lead for all Assessments. This includes all areas:  ITO, ASO, Deicing, GSE, Special Services, Safety & Security. Will lead the Airport Authority new station, new route and new facility review as well as act as Lead for Airports USA at the AC Operational Readiness Committee
  • Create and manage on behalf of Airports USA, a Station Operational Support & Improvement Program. Leads the USA Airports Virtual desk based in Florida: 2 Managers, 5-8  IBT Lead CES that serve as “GO Team” 
  • Accountable to deploy and operationalize key performance metrics (new and established) / procedures, identifying required improvements by analyzing data and best practices.  Leads the USA Airports representation within key Air Canada corporate committees related to: ECX, Global Baggage, Commercial, Corporate Communications, Foreign Affairs etc
  • Through airport industry meetings and committees, as well as A4A and Star Alliance working groups, will research best demonstrated practices, new methods, and procedures as well as new technologies, to improve productivity and cost effectiveness of USA operations while creating customer value and maintaining highest standards of safety
  • Oversee entire USA Airports Invoicing for Ground Handling invoicing (approximately CAD$40 million)
  • Oversee entire USA Airports Airport Authority invoicing (approximately CAD$40 million) 
  • Accountable for USA Airports resource planning, deployment, and dependability / attendance programs (approximately CAD$20 million) leading a team of 6+ Mgt executing the localized plans 
  • Works alongside the Sr Director and USA Airports Sr team in long term strategic planning 
  • Direct oversight of all USA Airports – UA Enhanced Joint Venture initiatives
  • Chairs Star Alliance Relationship at USA Region level   
  • Serves on the Airport Safety Board, leading all quarterly reviews related to risk and safety oversight within USA Airport operations.
  • Work with Air Canada Headquarters to establish USA Region Annual Targets as it relates to performance in all areas; (OTP, PAWOB’s, Grooming, Baggage Handling and General Operational)
  • Coach and counsel, all USA Airports Mgt team as it relates to performance in all areas; OTP, PAWOB’s, Grooming, Baggage Handling and General Operational areas as to establish and maintain all minimum target goals related to operational performance.
  • Attend Operational Meetings as required or requested
  • Visit USA Stations as required or requested based on Operational Performance
  • Acts as Designated AC representative as requested by Sr Dir
  • Leads US Airport team and is responsible for all 3rd party monitoring and oversight: SLAs, KPIs and follow-ups
  • Manages all start-ups, station closures and ground handling changes for Airports USA
  • Oversees on behalf of Airports US the resource planning and recruitment processes for all AC staffed stations 
  • Key liaison with all Regional Express Carriers


  • Experience/Business Knowledge
  • Strong analytical, organizational and planning skills with an aptitude for precision.
  • Excellent interpersonal skills.
  • Ability to work well under pressure, and without supervision.
  • Sound knowledge of Airport Ramp & Sales operation
  • Demonstrated planning & organizational skills, sound decision making skills
  • Ability to establish work priorities and perform under deadline pressures
  • Level 4 of Air Canada Airports Operations products and services, competencies, strategies, policies.
  • Level 4 of Air Canada products and services
  • Level 4 of Industry understanding of different processes, customers, and systems.
  • Level 4, Strategic impact to the business.
  • Description of the Safety Responsibilities (according to Safety Quality Audit manual, processes and procedures)
  • Act as a role model for safety awareness in compliance with government and company safety standards and regulations.
  • Experience with Employee management
  • Understanding of Federal regulations (TC, TSA, USCBP, FAA, OHS, CARS).
  • Experience in unionized environment
  • Understanding of risk assessment
  • Strong knowledge of Operations System
  • SOP (Standard Operational Procedures)
  • Legal requirements and responsibilities (TC, TSA, USCBP, FAA, OHS, CARS).
  • SMS (IOSA) quality management systems
  • Accident Investigation
  • Airport Quality Manual (Pub4)
  • Operation System
No. of People Managed:   3 – 5 Direct reports:  3 x C bands directly;  /   13 Indirect reports; Oversees 110+ Suppliers
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
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.