Our airline is passionate about our mission to meaningfully improve the lives of our people, our customers, and the communities we serve.

When you join Canadian North, you are joining a team of highly experienced, dedicated, and caring aviation professionals. We provide essential passenger and cargo services to 25 communities within Nunavut, Nunavik and the Northwest Territories, as well as Southern hubs in Ottawa, Montreal, Edmonton, and Toronto.

Learn more at canadiannorth.com

Manager, Customer Service Airport Ref. # C156190

Position(s) Available: 1 (Full Time)

Closes: 2023/01/02

Location: Ottawa

Other Details: Reporting to Director, Airport Operations East

Level: Non-Bargaining

Benefits:

Benefits vary by position. All Canadian North employees are eligible for:

• Health, Dental, and Wellness benefits
• Free/reduced rate flight & cargo privileges
• Retirement plan
• Referral program

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Manages the station(s) to ensure adherence to on-time departure, optimum resource allocation and customer satisfaction;
• Assumes responsibility for the overall safety of all employees;
• Build a work culture such that costs, quality assurance and customer satisfaction are key areas to drive efficiency;
• Ensures the airport operations' performance is in accordance with regulatory, company and customer requirements;
• Monitors station performance on a daily basis against KPIs and SOPs and initiates corrective actions to improve results;
• Manages and provides functional guidance and supervision to all service providers at the airport(s) both internal and external;
• Responsible for management and oversight of direct/indirect reports including performance management and ongoing professional development and training;
• Responsible for compliance with Station controls and Internal Audit standards;
• Responsible for preparation of expense and revenue budgets; cost and revenue analysis and overall station cost effectiveness;
• Assists with departmental labour relations including discipline;
• Provide specialized advice to senior & line management in all security functions, protection, intelligence, information and investigation;
• Assist the Company in local marketing and sales activities;
• Responsible for managing the relationship with all stakeholders at the airport (authorities, vendors, suppliers, government agencies etc.);
• Responsible for liaising with regulatory authorities and other operationally relevant external entities;
• Ensure compliance with regulatory requirements as well as internal policies and procedures;
• Other related duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• Post Secondary Education (2 years);
• Five (5) years of previous experience;
• Superior operating knowledge of Sabre , passenger service, airport operations and procedures;
• Proficient in Windows, Powerpoint, Word and Excel;
• Solid customer service skills;
• Ability to manage multiple priorities and deadlines;
• Budgeting experience required;
• Experience managing a unionized workforce;
• Excellent interpersonal and communication skills (written and spoken);
• Excellent leadership skills with the ability to coach, mentor, and motivate;
• Possesses a solid understanding of the business and customer environment;
• Experience with developing and implementing procedures;
• Able to travel as required;
• Ability to communicate in Inuktut a definite asset;
• Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Apply in writing with a cover letter and résumé to:

Canadian North Human Resources Department
Email: recruit@canadiannorth.com
Fax: 613-254-6280

Internal and External candidates will be interviewed simultaneously. Only successful candidates will be contacted for interviews. Canadian North is committed to employment equity.

This advisory was posted on December 16, 2022.

Equal Opportunity Employment

Canadian North is an equal opportunity employer. Members of designated groups (Inuit, First Nations, Métis, Women, Visible Minorities, and People with Disabilities) are encouraged to apply and self-identify.

About Us

Canadian North is 100% Inuit-owned by Makivik Corporation and the Inuvialuit Development Group. We serve an incredibly small and widely dispersed customer base, which represents less than 1% of the population in Canada. Our flights enable the movement of people, food, and medicine, while providing access to crucial medical care and government services.

Nearly all of the communities we serve have no road or rail access, meaning the residents are completely dependent on air service for all aspects of life. We are uniquely equipped to meet this challenge head on with our diverse fleet of aircrafts capable of serving in varied environments from snow to ice to gravel.

One-third of the Canadian North team live and work in the Arctic with around 200 Inuit contributing to all areas of our organization, including as board members and senior leadership.

Our mission is to meaningfully improve the lives of our people, our customers, and the communities we serve. Our vision is to be respected within Canada’s North as a dynamic and caring airline, diversifying to serve other geographies and markets by leveraging our skills and resources. Our values are safety, integrity, teamwork, innovation, service excellence, community, and respect.