Airport, Operations, Management, Office, operations

Cabin Services Vendor Performance Manager

Last updated: 2 months ago
Expires: 2 months ago
Job Role:
Airport, Operations, Management, Office, operations
Not specified
Aircraft type:

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/ Purpose of the Position: 
Reporting to the Senior Vendor Account Manager – Cabin Services, this position is responsible to monitor cabin services performance for international and B stations to ensure they meet service level agreements ( SLAs)  and commercial standards. The role will be key in developing key performance indicators (KPIs), processes and reports to track performance and provide improvement recommendations.  
Key Functions & Accountabilities: 
  • Liaise with 3rd party vendors in regular review of contractual agreements that our standards are met.
  • Monitor out station performance and cabin services operations worldwide.
  • Ensure that vendors meet the Service Level Agreement’s requirements and performance expectations. 
  • Identify process improvements and provide recommendations to reporting manager 
  • Identify performance issues on cabin services and work with Station Managers to meet standards 
  • Develop KPIs and processes to improve performance 
  • Review vendor invoices for the Cabin organization including the review and verification of supplier invoices. 
  • Attend production/operations conference calls and provide status of third-party performance.
  • Provide routine weekly and monthly performance reports on services, as well as ad hoc reports required to support the business.
  • Review the Cabin Services grooming program for new stations, third party, new fleet introductions and aircraft modifications.
  • Identify best practices for out stations
  • When required, perform reviews at out stations on Cabin services performance 


  • Certification from an accredited college or university in Aircraft / Business / Administration, or equivalent.
  • Minimum 5 years relative experience in operation, training, process development, communications in an airline environment.
  • Strong communication skills with the demonstrated ability to lead motivate and develop personnel to achieve operational objectives within a multi-disciplinary organization.
  • Familiar with Transport Canada aviation regulations and norms (an asset)
  • Strong orientation towards change management and focused on measurable results.
  • Familiar with Health Canada regulations and norms (an asset)
  • Demonstrated capability to carry out projects independently to their successful completion within the budgeted time and cost.
  • Ability to engage, motivate, and facilitate a cross-functional work team to achieve objectives.
  • Must possess excellent and demonstrable project management skills and experience in delivering large projects.
  • Demonstrated experience in cost/benefit tracking and strong analytical skills.
  • Fully proficient with Microsoft Office software (i.e., Word, Excel, PowerPoint), and use of the internet.
  • Excellent analytical abilities, strong interpersonal and communication skills
  • Excellent verbal and written communication skills in English and French.
  • Excellent time management skills, ability to shift priorities on an ad hoc basis and flexibility with working hours.  
  • Knowledge and understanding of communications practices, tools and techniques is a plus.
  • Advanced writing and editing skills.
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.