Customer service agent; CSA

2000 Wellington Ave, Winnipeg, Manitoba, Canada

Posted Friday, May 15, 2026 | Expires Saturday, May 23, 2026

The Hub Duty Manager will act as the most senior West Jet representative on a "day of" flight. The role is responsible for leading our people, ensuring they are supported in meeting safety objectives, operational performance goals, delivering an exceptional Guest experience, cost control, and supporting West Jet culture and values. They are a role model for the airport team, demonstrating and supporting West Jet culture and values at all times.

• Promote WS Safety standards above and below the wing
• Ensure operational standards are met and/or exceeded
• Ensure Guest Service Standards are met and/or exceeded
• Lead, motivate, and support Team members
• Foster the WS culture through consistent messaging

• Senior operational manager responsible for the overall leadership and direction of West Jet’s airport operations on a day of flight.
• Ensure Team compliance to West Jet and Transport Canada Safety & Security management standards and respond accordingly to safety action items (i.e. IHRs, Accident/Incident investigations, WSIB).
• Responsible for the delivery and achievement of the Key Performance Indicators for the station.
• Responsible for implementation of the corporate strategic plan day of flight including the successful implementation and execution of local and organizational priorities including SPOT, Safety, Guest Experience and Cost.
• Ensure zone managers assign gate allocations that are optimized for safe, on time performance.
• Accountable for efficient operations of airport activities including leadership of West Jet team members and contracted third parties.
• Local West Jet liaison with other internal stakeholders such as Safety Services, OCC, IREC, IT, Group Specialty Sales, Catering, Inflight, Tech Ops, Flight Operations and Load Plan.
• Actively represent West Jet interests with other stakeholders and agencies including CBSA, CATSA, USCBP, Airport Authority, Transport Canada, Code-share / Interline partners, and third party handlers.
• Primary local contract for emergency response during the first 15 minutes.
• Prepare and conduct operational performance review briefings with the day-of operational team as well as Technical Operations, Catering, Inflight, Ground Handlers.
• Understand, follow and ensure team compliance to operational standards and procedures.
• Accountable for the coordination of all IROP activities that occur at the station to maximize safety and service at the lowest reasonable cost.
• Base representative for elevated XROPs.
• Execution of contingency plans for degraded modes of operation.
• Identify trends, review process failures and facilitate effective solutions.
• Provide recommendations to OCC to maximize efficiencies and service.
• Provide leadership, guidance and support to the day-of operational team.
• Accountable for accuracy of delay coding and code change requests as required.

• 5 years airline operational experience required – airport operations preferred.
• 3-5 years leadership experience required in a ground operations and/or customer service‑focused field.
• Duty Manager relief experience required.
• Process management skills with the ability to prioritize quickly and efficiently.
• Excellent ability to multitask & handle changing priorities under extreme pressure.
• Outstanding people skills.
• Proven history of effecting change through influence.
• Proven track record in leading business operations.
• Proficient in PC‑based applications, Microsoft Project, Word, Excel, Teams and Outlook.

The Customer Service Agent is responsible for helping guests have a positive experience at the airport and onboard. The agent is often the first in‑person point of contact for guests and plays a crucial role as a West Jet brand ambassador.

• Providing a safe and positive airport experience for guests travelling through the airport.
• Process service fees, create new and/or change reservations, issue tickets, support self‑serve kiosks, assist guests with mobility issues, aircraft arrivals and departures.
• Troubleshoot concerns – assist guests…