The Partner – International & US Operations Performance is a highly versatile role which will be responsible to design the employee engagement strategy as well as adherence to our Customer Experience and Operations standards at all airports served by Air Canada, Air Canada Rouge and Air Canada Express internationally and in the USA.  The incumbent is responsible for ensuring an employee-centric approach to International and US operations, while fostering effective relationships within the organization and with Ground Handling partners.

In addition, the partner will lead and coordinate station start-ups and significant seasonal schedule changes with operational impact, ensuring readiness at all airports Internationally and within the United States in support of our global expansion strategy.

Working in close collaboration with internal partners, design a sustainable employee engagement strategy for all employees representing Air Canada at International and US airportsIdentify best practices, especially within the operating environments of the United States, Germany and Jamaica, and design specific action plans for 14 such airports with dedicated Customer Experience SpecialistsDrive the Air Canada employee sentiment at International and USA airports through continuous engagement and improvementCollaborate with internal and external stakeholders on the implementation of engagement strategiesEnsure alignment to and with all corporate employee engagement strategiesManage compliance to our established service level standards with ground handlers at all airports outside of CanadaEnsure all financial obligations of Service Level Agreements (SLAs) globally are enforcedOversee and ensure the timely collection of SLA related payments from all ground handlers Internationally and from the USA, collaborating closely with internal stakeholders and external partner as requiredIdentify trends and opportunities for improvements based on compliance data and feedback from ground handlers and Air Canada station managementOwn and manage internal audit programsDevelop new audit methodologies and feedback mechanisms in support of a data-driven performance management approachSupport preparation of materials used for Business Reviews with our Ground Handling partners, internally and externallyLead business review discussions with Ground Handlers on items related to performance and any associated improvement plansServe as central point of contact within International and US Operations in providing support to senior leadership engagement with key airport authorities outside of CanadaPrepare presentations, discussion materials, and resulting action plans related to meetings with global Airport AuthoritiesCollaborate with internal and external stakeholders to ensure collective action plans regarding Airport Authorities requirements are implemented and delivered on against agreed-upon timelinesLead the coordination of new station start-ups across international and US airports, ensuring successful launch and operational performance through effective collaboration with internal and external stakeholdersAct as central point of contact for Network Planning in ensuring operational readiness for any new airport served outside of CanadaEnsure seasonal schedule adjustments are captured and airports outside of Canada are operationally ready to supportSupport the branch, as needed, during any significant disruptions and recovery efforts, including on-site visitsCoach 3rd party representatives on the International Operations service vision and service level standardsSupport ad-hoc initiatives with the aim of driving employee engagement, enhanced customer experience and better operational performanceEnsure that iSMS Core elements and Occupational Health and Safety requirements (including Safety and Quality Assurance and Audit programs) are developed, maintained and are effective throughout the International stationsPromote internal collaboration by engaging with stakeholders across operations and commercial teams on issues affecting International and US operations 

Bachelor’s degree in business administration an asset10 years relevant experience with a minimum of 5 years in airline or hospitality businessSignificant achievements in operational improvementStrong Airport Operations experienceExperience in managing and leading a teamProven superior interpersonal skills and leadership capabilitiesStrong analytical capabilities and able to quick decision-making with a certain level of ambiguity (risk management)Result focused, entrepreneurial, adaptable and action orientedStrong knowledge of MS Word, Excel and PowerPointDemonstrated ability to develop and implement action plans that achieve objectivesExperience and track record leading, motivating and coaching a management team to successFocused on continuous improvement, must be creative and an innovative thinkerExcellent verbal and written communication skillsExcellent presentation skillsStrong leadership and negotiation skillsExcellent problem-solving skillsStrong commitment to teamworkMust demonstrate solid/strong operational background  Highly flexible and adaptable to support 24/7 operationRecognize ability to work under pressure and handle stressful situationsAbility to work flexible hours, supporting a global operationMust be available to travel outside of Canada, as needed, including on short notice, without restrictions

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.

Bilingual (English and French)

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.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.