Chief Operating Officer - Airports - EWR

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 Airport Chief Operating Officer, you will play an important leadership role in realizing our ambition to be recognized in everything we do as one of the top 10 airlines in the world. Your priority will be to ensure that our airline meets or exceeds customer expectations regarding their experience with us. By dedicating yourself to customer service excellence and striving to warmly welcome our customers, you will help create a safe, positive and supportive environment and be able to anticipate and meet our customers' needs, while proactively and empathetically coaching our team.

The position of Airport Chief Operating Officer will offer the opportunity to work in various areas, including station operations, ramp and tarmac operations, baggage services and terminal operations, as well as interacting with and supervising third-party service providers. In all of these areas, you will be responsible for managing the customer experience and providing leadership to our frontline employee team.

• Lead and supervise daily complex airport operations activities with care and class.
• Represent the Air Canada brand and embody the Company's vision for customer service excellence.
• Get to know our internal and external customers to be able to anticipate their needs and deliver on our promise.
• Take charge of customers in difficult situations.
• Establish and maintain trusting relationships. Foster employee development and empowerment by coaching and supporting the team to bring out their best.
• Collaborate in the direction and supervision of unionized personnel and third-party service providers, and encourage employees to be accountable while respecting collective agreements and company standards.
• Monitor and ensure punctuality by supervising operational processes and procedures and collaborating with team members to manage and resolve delays or issues, while supporting our culture of safety first.
• Manage and quickly resolve operational disruptions, emergencies, and customer concerns.
• Ensure daily compliance with safety protocols and standard operating procedures (SOPs), thereby fostering a culture of Safety First, Always.
• Conduct incident scene investigations, and ensure complete, timely, and accurate reporting.
• Manage various administrative activities to support airport operations including maintaining accurate records, preparing required documents and reports, while ensuring compliance with Company policies and procedures.
• Be available to work in various airport sectors as needed, and demonstrate flexibility and adaptability to meet changing operational needs. The position requires working indoors and outdoors to meet operational needs, regardless of weather conditions.
• 24-hour active airport operations will require shift work, including weekends and holidays.

• High school diploma, minimum, or equivalent experience in an operational environment.
• At least two years of experience in a leadership position, or equivalent experience in an operational environment.
• Valid driver's license and ability to obtain a Security Identification Display Area (SIDA) identification card with ramp vehicle operation permit.
• Hold a valid passport for travel (including international travel of more than one day), as required.
• Ability to obtain airport-specific badges and seals (Security and USCBP clearances required).
• Customs seal is required; subject to approval by U.S. Customs and Border Protection or equivalent third party.
• Ability to work flexible hours in permanently open airport facilities (24 hours), including weekends and holidays.
• Ability to walk long distances, stand for long periods, and lift at least 23 kg (50 lbs).
• Strong leadership and team management skills, and ability to inspire, coach, and empower employees.
• Managerial courage to make difficult decisions to ensure operational integrity, safety, and punctuality.
• Excellent oral and written communication skills to interact effectively with team members, customers, and other stakeholders.
• Ability to problem solve and make decisions effectively in stressful situations.
• Excellent interpersonal relations (within the organization and team).
• Entrepreneurial spirit and autonomy.
• Sincere desire to create and promote a customer and employee experience worthy of…